Forum Discussion

bob2sea's avatar
bob2sea
Joining in
3 days ago

Speed Lower Following Upgrade!

I have M350 BB. It has been absolutely fine for as long as I have been a VM customer.  I had an email a week ago from VM a week ago to say as I was a loyal customer, they were upgrading my speed to M500, free of charge on the 14th (today). All I needed to do was restart my router. So, this morning, I did a speed test and was getting 350mbps as normal. I restarted my router, and now I have speeds of 140mbps! I contacted VM support via chat and they guy looked into it and said he could offer me a new contract?!? I explained that's not why I was contacting them and he (eventually) replied saying he couldn't match my current price and he was putting me through to another department! To say I am confused is an understatement. Anyone have any ideas on what to do next?

3 Replies

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    20 hours ago

    Hi bob2sea​, 

    Welcome back to our forums and sorry to hear you are having speed issues since your upgrade. We can understand the frustration caused and we want to best help. To best look into this, we may have to run some tests on your service. We are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 days ago

    If you are happy with the 350 then you should stay with that, because as you have already found, things can go wrong.

    You may find that the free speed increase now is reflected in a higher price on renewal. You may find that the speed change ties you into a new 2 year contract. VM are not known for offering favours.