Forum Discussion

Bt101's avatar
Bt101
Joining in
18 days ago

Upgrading a brand new line that was on a deal?

Last week my fibre line was fully installed and now up and running - it took about a month to actually get the install process all complete due to Xmas and new year. The contract was a gig1 deal, where you are not charged for the first 3 months.

happy with the install service but with 2 people working from home and significant need for downloads, we wanted to upgrade from gig1 to gig2 to future proof too. This doesn’t seem like an option though - I’m unable to upgrade on the app or online, and I tried chat and I tried phoning. No one can do an upgrade to the current gig2 deals.

it seems silly because technically I’m in the 14 day cool off period, so, theoretically I could cancel my contract and start a new one on gig2 - but that would mean waiting times and more hassle for virgin and myself. I’m effectively offering to lock myself into a new contract and pay more money on the gig2 deal but nobody seems able to help.

Is this a limitation on new accounts or just a frustrating request that isn’t catered for?

  • Hi Bt101 

    Welcome to the Community Forums. 

    Sorry to hear that you've not been able to upgrade to 2Gbps through your online account. 

    You mentioned that when speaking with the team, they weren't able to do the current 2Gbps deal. Is this a deal that you've seen on our website? or via your online account, specific to you? If the deal was on our website, then this would be a new customer install deal only, and wouldn't be able to offer this deal as an existing customer already installed with us.  If the deal is shown in your online account, please let us know what's happening on your side that doesn't allow you to apply the deal? Do you see an error message at all? 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    2Gb is only available to a small number of customers, depending on the type of connection. 

    What type of Hub do you have? If it's a Hub 4 or Hub 5 you can't get more than 1Gb.

    ** My name is NOT Alessandro **