Forum Discussion

arpsh's avatar
arpsh
Joining in
2 months ago

XGS-PON Symmetrical Add-on: warning to others!

Hi all

Posting this mainly as CSA for others in the same boat that it seems that even after best part of a year, Virgin customer service reps still have no awareness of the £6 symmetrical add-on for customers in XGS-PON (Nexfibre) areas - buyer beware!

As a new customer my fresh connection today has been live for only about 5 hours and I've already been on the the phone/webchat for most of that time, spoken to 10-15 different people, and had my account cancelled without my authorisation by a shirty CS rep, reactivated (I think?), instituted the complaints process, and still no nearer understanding if the mythical add-on is even possible without screwing up your contract (a dealbreaker for me). Quite a whirlwind.

If reading this prior to sign-up, I would advise anyone who wants the add-on to select it from the outset (if that's even possible?), and don't proceed until it's verified in the paperwork. It goes without saying to not trust sales reps word on this or anything else.

Also, if like me you signed up with trepidation due to Virgin's reputation, prepare to have your worst fears quickly manifest. I'd advise to do as I have and retain your existing connection where possible to provide an overlap/fall back for if things go south. I'm a lot more sanguine about the whole chaotic episode knowing we will continue to have an uninterrupted backup internet connection.

If any Virgin staff read this, it would be great to get absolute clarity for both myself and anyone else reading this on how to ensure that:

  1. The exact way to reliably select this add-on without having to deal with web-chat/call centre staff who know nothing about it
  2. A guarantee that it is indeed £6 per month
  3. That selecting this option won't invalidate any deals you received on sign-up, or otherwise cause your contract/account to get irretrievably messed up. If nothing else, some advice on how to mitigate the risk!
  4. Any other gotchas in this whole murky process, for example if it clashes with any other package elements (I heard perhaps it doesn't play nice with Volt, but that's not relevant to me so don't know the details)

Hopefully a few people out there find something interesting in this screed :)

 

  • Elm's avatar
    Elm
    On our wavelength
    2 months ago

    I was on this, prior to moving house last month out of the XGS-PON area in my town and back to a DOCSIS setup.  I added it when on the phone to customer services overseas, and it worked perfectly; it was £6 (took me from £66 to £72 for symmetric 1Gb), but I was outside of any early benefit period and so on.

  • Akua_A's avatar
    Akua_A
    Forum Team
    30 days ago

    Hi arpsh 

    Welcome to our forums and thank you for your first post. Sorry to hear you have had a poor journey when trying to chase the XGS-PON Symmetrical add-on. We truly apologise on behalf of our team and we want to do our best to help. You can find out all you need to know about XGS-PON and the add-on here Can you let us know what happened when last discussing this with the team? Did they give a reason for why it could not be added? Please get back to us when you can and we will do our best to help from here.

    Thanks,