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Jimney's avatar
Jimney
Joining in
5 months ago

Trying to upgrade to symmetrical upload - A joke

A new customer to VM.

Nexfibre full fibre went live on our estate a few weeks ago and I signed up to the Gig1 Black Friday deal package, but at the time of signing up, I didn't add on the additional £6 a month bolt on to get the symmetrical 1Gig upload speed.

The fibre install went smoothly with all appointments kept and we were up and running a week ago.

However I'm now having a nightmare to try and upgrade to now add the symmetrical upload bolt on.

The link to upgrade in the app takes you to a bot messaging system, you follow the bot questions which eventually produces a link. Click on that link and it takes you back to the start of the bot messaging again.

Gave up with that and called CS this morning. I was on over half an hour, the 1st agent said she couldn't do anything and passed me on to another agent who eventually tried to put me on a new 50% more expensive contact telling me that the black Friday deal had ended.

I don't want a new contract, I just want to add the symmetrical upload to my existing contract. It shouldn't be that difficult should it.

Come on VM moderators help me out with this please.

I'd had a very positive experience with the initial setup, but today's experience was very disappointing!

 

5 Replies

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  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    5 months ago

    Hi Jimney thanks for posting and welcome to our community.

    Sorry to hear that you've not been able to get your desired upload bolt on. I'd like to take a look on your behalf. I'm going send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

    • Laburnum01's avatar
      Laburnum01
      Joining in
      3 months ago

      Same problem here...1gig xgs-pon package installed and I am stuck in a chatbot loop, stating I can upgrade in the app, no option available just the chat bot, which is stuck in an eternal loop.

      The broadband install went really well and the engineer confirmed symetric speeds add-on for new customers was available on my package and my  next fibre xgs-pon network. He promised to contact customer services and they would call me back to get it added. No call back to date.

      • Ayisha_B's avatar
        Ayisha_B
        Icon for Forum Team rankForum Team
        3 months ago

        Hi Laburnum01 

        Welcome to our Community Forums and thanks for your post.

        When you try upgrading in the app, is the option not visible or are you getting any error messages?