Forum Discussion

AidyM's avatar
AidyM
Dialled in
19 days ago

Package Upgrade Issues

Hi,

I’ve been on the Volt Gig1 package since January 2024, including the Symmetrical Speed add-on. In July, my contract ended and my price doubled, so after speaking with Virgin Media retentions, I accepted a new 2GB contract.

I’m now facing two issues:

  1. Speed Upgrade Incomplete: The new package was supposed to go live on the 13th/14th. I’ve noticed that my upload speed has changed to 200Mbps (down from 1GB), but my download speed remains unchanged. I contacted support and was told a level 2 support ticket was raised, but I haven’t received any updates.
  2. Symmetrical Speed Add-on Missing: During the upgrade, the team was unable to re-add the Symmetrical Speed add-on due to a system error. I was advised to contact support again once the new package was active. I did so, but was told that issue #1 needs to be resolved first.

Could someone please assist in resolving these issues?

Thanks

P.S. I noticed that my SamKnows speed test still shows I'm on my old package:

 

5 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    19 days ago

    Even more bizarre is the package shows as : 1000x1000 at the bottom of the speed test.

    The big problem with all offshore support teams is calls are on the clock
    so no person will take ownership.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    17 days ago

    Hi AidyM, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some issues since changing your package. Checking here we can see that the team has raised this up so we will need to wait for them to check this out. They'll come back to you directly with any updates. 

    We're not able to expedite things from here I'm afraid. 

    Keep us posted on how things go.

    Many thanks, 

  • AidyM's avatar
    AidyM
    Dialled in
    13 days ago

    I’m still waiting to hear back from VM support regarding the issue. That said, it looks like the download speed has been fixed, although Real Speed is still showing my previous package (1000x1000).

    Additionally, I’m still awaiting an update on reinstating the Symmetrical Speed add-on to my package.

     

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      11 days ago

      Hi AidyM 

      Thanks for coming back to the thread.

      I'll send you a PM now to help.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      10 days ago

      Thanks for joining me on PM AidyM and allowing me to resolve this for you.

      Please do pop back to the community if you ever need further help.