Forum Discussion

sincitycsi's avatar
sincitycsi
Tuning in
12 months ago

Gig2 speed has not been applied

I upgraded from Gig1 to Gig2 this morning, during the upgrade I was told the change would take upto 30 minutes and to reboot the router after that time. After 4-5 hours and multiple reboots the router still synced at 1100mbps down and 110 up the old Gig1 speeds. I called the customer service team, spoke to someone who didn't seem to even know Gig2 was an option, and eventually was told the upgrade was applied however told to "wait some time". Has anyone else who upgraded to Gig2 managed to get their hub to sync at the new speeds and if so is there something else I need to do?

One online rep seemed to indicate an issue with Gig2 rollout which might be hindering the upgrade, however I am not 100% what the current issue is... or how I even go about chasing it. (Alongside this I have been pestering since go live 8 weeks ago for Wifi pods as my three story property does not manage to get wifi to all the rooms... however they promise to send and never actually send anything) 

Thanks in advanced for any help.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    You pay for a 2Gbps connection, but are happy to use 30Mbps pods? Seems a bit odd. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    That's VM's guarantee for their Pods. Anything you get more is just good luck. 

    • sincitycsi's avatar
      sincitycsi
      Tuning in
      12 months ago

      Based on how illusive the ones for the Hub5x are... I assume they are Wifi 6. As they wont give me the standard ones.

      • jhuk's avatar
        jhuk
        Trouble shooter
        12 months ago

        The HUB5, HUB5X and the new Black WIFI POD's (look like a mini HUB5 not Hex shaped) are all WIFI 6AX.

  • sincitycsi's avatar
    sincitycsi
    Tuning in
    12 months ago

    Update for anyone else waiting, after 6 hours on the phone to multiple customer service agents over two days, noone at Virgin is actually 100% sure as/when the Gig2 packages go live. They happily upgraded me the latest overall consensus is that Gig2 isn't actually live yet, and that I am in fact on a "holding list" for an unknown length of time until they switch it on. One call centre has quoted the 13th February, however the customer relations and service support are unable to confirm this. 100% the very worst customer service experience in history, but at least finally after 8 weeks I might have a Hub5x Wifi pod on the way. 

    • Treble1's avatar
      Treble1
      Fibre optic
      11 months ago

      Hopefully you will get pod 2 and 3 by the summer 😉

  • Martyn's avatar
    Martyn
    Superfast
    12 months ago

    2 gig is there and available, unsure why you're having issues?

    did you also upgrade to 1:1 ratio? wonder when that is coming.

     

    • sincitycsi's avatar
      sincitycsi
      Tuning in
      12 months ago

      Wait you managed to get yours to sync at the new speeds? The original rep during the upgrade said it would be active within 30 minutes, but this has not been the case for me. I have been all over their call centres today and they are point blank telling me it is not live from multiple sources, and that its being handled by a "holding list" once ordered. 

      No I just applied the standard Gig2 upgrade not the 1:1 option, I didn't want to test my luck just yet.

      • Martyn's avatar
        Martyn
        Superfast
        12 months ago

        it might have give nyou 1000/2000 😛

        I've had 2gig for around 3 months now. 

         

  • Sdp2009's avatar
    Sdp2009
    Tuning in
    12 months ago

    I think anyone who pays £84 month and then £6 extra for symmetrical speeds are just mental😂 but each to there own I suppose 

    • carl_pearce's avatar
      carl_pearce
      Community elder
      12 months ago
      Sdp2009 wrote:

      I think anyone who pays £84 month and then £6 extra for symmetrical speeds are just mental😂 but each to there own I suppose 

      You are assuming that FTTP ALTNETs are available in all areas, which they are not.

    • sincitycsi's avatar
      sincitycsi
      Tuning in
      12 months ago

      Thank god I am only paying £50 a month for Gig2 then ðŸ˜‚

      • Stephen93's avatar
        Stephen93
        Up to speed
        11 months ago

        How are you paying £50 a month for gig2 I thought it was £84

    • Stephen93's avatar
      Stephen93
      Up to speed
      11 months ago

      If your on gig1 or gig2 you get 3 free WiFi pods, nothing extra a month

  • Martyn's avatar
    Martyn
    Superfast
    11 months ago

    it looks like they are avalible to order today, have you been upgraded? I wouldn't have gone 2gig myself, Ill wait for it to come down, the price is just too high, EE offer 1.8gb for less too, also no volting from 1gig to 2gig. 

    £48 (£52 without o2 volt) for 1000/1000 seems good to me, but £90 for 2000/2000 doesn't seem like a good deal to me.

     

     as of 13/02/2024 
    PackagePrice £Dif £
    125Mbps27n/a
    250Mbps336
    500Mbps407
    1000Mbps466
    2000Mbps8438
    • sincitycsi's avatar
      sincitycsi
      Tuning in
      11 months ago

      I managed to get mine at £50 until late 2025 which was only £6 more than my Gig1 price. Unfortunately still awaiting my upgrade to take effect, I chased again today and was told again to check back in 24 hours. 

      • David_Bn's avatar
        David_Bn
        Forum Team
        11 months ago

        Thanks for reaching to our Community Forums sincitycsi, and a very warm welcome to you!

        Sorry to hear of the delay in having the 2GB speed issued to you.

        Our team will be sure to be in touch as soon as this is available.

        Thanks,

        David_Bn

  • Stephen93's avatar
    Stephen93
    Up to speed
    11 months ago

    Just upgraded from gig1 to gig2 internet went off twice then came back, done a Speedtest on Oookla download 854mps upload 633mps, download not altered from gig1 but upload gone from 108mps to 633mps this is via WiFi on an iPhone 

    Ethernet 709 download & 388 upload, let’s hope it gets faster, VM says it should improve overnight, we’ll see

    • Stephen93's avatar
      Stephen93
      Up to speed
      11 months ago

      Had the contract from VM they’ve put it as an upload Add-on, that’s not what I asked for it was gig2, I’ll be cancelling it straight away, CS gave me the impression it was gig2, talk about getting wires crossed

      • Stephen93's avatar
        Stephen93
        Up to speed
        11 months ago

        Now being told on Whatapp by VM that gig2 is not available in my area yet we are XPON, I was definitely miss sold on Chat on their website, but when I ask they say it’s not been applied to my account yet, got to wait 48hrs then try again