Got signed to wrong package

---

nigel-18 wrote:

Hi, can anyone please advise as I'm going insane with this.

 

To make a long story short.... 

 

I signed up to Virgin media almost 2 months ago, speaking to a web agent to build my package. I paid extra to upgrade the internet to Fibre 1Gig, since broadband was my priority.

 

I have noticed poor wi-fi signal in multiple rooms, so I downloaded the VM Connect app to run tests throughout the house, and noticed sub 30 mbps download in some rooms, so I reached out to virgin media to perhaps ascertain wi-fi pods that I saw are available to Fibre1 customers.

 

Unfortunately I was advised by the web agent that my current package is not for Fibre 1Gig, but instead for Fibre500 with Hub 3 instead of Hub 5. Apparently the deal created by the original agent was "not processed online". What this means I have no idea... My original contract I received from Virgin states that I paid for Fibre 1Gig. I raised a complaint but it was resolved with the following:

Your complaint was:
Cable -> My Contract/Package -> My package isn't as described

And here’s what we agreed:
Package -> Extra info on package and product

 

Any advice please as I forwarded this to commsombudsman as recommended by my ticket, but they say I need to wait 8 weeks before they can be involved.

---

If your contract says GIG1 then its GIG1. That's why its a contract. GIG1 would need a minimum of HUB4, and its usually a HUB5 these days supplied for that tier especially if GIG1 was ordered outright instead of an upgrade from another tier or a VOLT uplift. If you login to your hub, under status there is a page that says the downstream speed in bps. Also in My Virgin Media Portal or the VM App, it will say what your package subscription is i.e. GIG1 or VOLT GIG1 as an example.

Keep pushing them. What price is showing on your bill?