Just been on live chat to try and add the symmetrical speeds to my Gig1 plan.
Was told it wasn’t available to me as I’m still in contract.
I thought this upload add on was only a 30 day rolling contract anyway so what difference does it make?
Yes, I’m in a XGS-PON area with a Hub 5x.
That's what happens when you outsource your customer services to an offshoring outfit like Capgemini. The VM forum team might be able to help.
I've tried again to get this added to my account. This time they said they could do it, but at £11 extra per month and not £6 extra that is advertised on the website. I declined - really not sure what is going on. Customer service really isn't that good - they just cut you off when you query the price.
No, live chat is being very unhelpful and saying anything from £17 extra per month, £11 extra per month or not available at all. The latest live chat wanted me to send him a copy of my contract!
Will be hoping to get this at some point, and I've been trialling 2gig for some time so with any luck it won't be as much agro as yours!
any update?
None at all 😠
lol, another **bleep**ty from VM
Updated: I raised a formal complaint via their website. This is the response I received
“After reviewing your account, I have tried adding it but unfortunately it isn't available on your account at the moment. I request you to contact our technical team on the below mentioned number or through Webchat so that they will try helping you out on this. We are sorry for the inconvenience caused. The deals depends based on the availability.”
so, I’m still nowhere.
ISPreview have done an article about this here
ISPreview queried the situation with Virgin Media, which confirmed that their 1Gbps and 2Gbps packages don’t come with symmetric speeds and that those customers who live in areas served by nexfibre’s network can add the optional upload speed add-on for £6 extra per month. In addition, Virgin told us that all customer care agents have now been fully briefed on Gig2, and they are currently reminding them of their processes on how to add the service to accounts.
From reading the comments it doesn't look like people are having much success.
The comments on that article suggest that there are in fact two rates for symmetrical speed.
It's apparently £6/month for brand new XGS-PON customers but £11 for existing ones.
It would be nice if the VM forum team could clarify this please.
Is this still an issue. I’d take up the service for £6 /month but not £11. I have the 5X router.
The only announcement is that the symmetrical add-on of £6 is for those on nexfibre's network. There can be no question that this will also apply for VM's own network, but there's no word on this yet.
Edited to add that for Gig2 the advertised upload speed is 200Mbps, so going symmetrical should result in an increase of 1800Mbps to 2000Mbps.
was recently trialing the service, and couldn't actually offer any good deal, got referred through friends and family but the deal for some reason wasnt as goodas the current £33 they got for 1gb for volt, so the guy sorted thato ut for us, questioned about the upload addon and he said he'd call me back 2 hours or so, but within 15 minutes he actually called back?! I honestly wasnt expecting it, I miss the uk call centers, the guy was soo nice to chat to and have a laugh with, and was joking around and stuff and even said he learned something new about adding the upload addon, whats weird is however he done it he added the tv steam box for free, which I don't need as didnt use the last one really -.-
