Symmetrical speeds Add on - not available

Can I join this boat?  I'm a new customer (3 days) in a nextfibre area. Really helpful engineer said it was available and other customers in my area have it.  Spoke to 5 different people at VM and none of them have the slightest clue what I'm asking for.  All think I want to go from G1 to G2. Left hand right hand? 

Following up - Thanks to Community Support Ilyas who has taken my case and successfully added the symmetrical speed boost.

I've gone from 20down/8 from my old provider to this >> 

What's the damage to take my gig xgs package to symmetrical 2 gig? 

£96pm

I’ve been misold the upload add-on, it started on webchat, I simply asked if gig2 was available at my post code as I’m in am XPON area, she said it was then came up with the contract, £6 a month, I agreed, my broadband fluttered I then checked the speed, I only got the upload increase in speed, 700 mbps download was not affected, approx., 888mbps, couldn’t believe it she said it would be gig2, I didn’t want it.

tried to cancel, nightmare, first of all by webchat, it’s wasn’t on my account yet they said 48 hrs, tried again they went through all the rigmarole eventually said did I have WhatsApp, I said yes, then put my mobile number in, it was around 7.30pm, I know they close at 8, anyway today I got through via WhatsApp, after an hour of waiting got through to a real person, I explained I wanted to cancel the add-on, reply after ages was ring this 0800 952 2277, pressed 4 to cancel the add-on, was then put through to an agent, I explained I wanted to cancel the add-on, she started going through something, couldn’t understand what she was saying, heard something like 1gig, then contract ,she told me to hold for 2 mins whilst she checks something, came back to me & said I can’t cancel at I’m still in contract, I said it’s an add-on surely I can cancel as it’s a 30 days contract, she said no it isn’t & I’d have to wait until the end of my full contract

Can you not cancel add-ons once you’ve ordered them?, also on my original WeChat I asked for gig2 not the add-on the agent got it wrong & bamboozled me into thinking I get it

Thought I’d try again to add the upload speed add-on to my account, since it’s been a while and I’ve seen others have success. 
Once again web chat tells me it’s not available and I’m already on the fastest upload possible. 

All very frustrating but I suppose I’m saving a few pound per month. 

So Matthew looked into this for me. 
He said he could add the upload speed boost, but my package price would increase by £57 per month instead of £6.

Obviously I declined.

Tried again to add the upload speed add-on to my account - it's been a few weeks since this products launched so I hoped things would be better this time..... not so....

Agent on web chat knew exactly what it was (good start) but after looking at the system said I would need to move to 2Gig to get this, jumping from £27 to £72.

When I said I wanted to stay on 1Gig he had another look. He came back saying it was possible put price would be £44 (£17 extra). When I queried why it wasn't £6 extra he said that he had to convert my line to 'symmetrical' first then put the add-on on top (??). I told him symmetrical and upload add-on would do the same thing so didn't need both..... He passed me to another department to have a look....

New agent - forced me to go through an automatic process of questions asking what my connection was used for etc etc. General time wasting. I quoted again that I wanted the add-on for £6 and he came back with this:

"Thanks for waiting. You've mentioned you're looking to change/cancel. My recommendation would be Gig2 Fibre Broadband Solus. This Includes > Boss-level broadband > Average broadband speed of 2,000Mbps > Average upload speed of 100Mbps > Absolutely no caps or traffic management > Includes Hub 5. This would be £75.00 per month on a new 18-month contract, what do you think?"

When I repeated that I wanted the add-on he replied:
"Thank you for asking this question. Upon carefully checking your account here on my end the only way to increase your Upload Speed is to upgrade your Gig1 fibre broadband to Gig2 fibre broadband. Our system didn't allow to add- Ons your Upload Speed. Does that answer your question"

I replied with "Not really as I know this isn't true. I know someone that has the upload speed add-on on their account on a 1Gig service. Also, if you look at the full conversation above you'll see the previous agent offered me the add-on but it was at the wrong price. So, the add-on is available. It's also advertised on the Virgin Media website for people on the XGS-PON service which I have."

He then told me to phone technical support if I was having problems with my DOWNLOAD speed....

Another hour wasted.... they really have no clue do they!

No, they are not lying because, in typical VM practice, they have not been told how to process a new service (symmetrical upgrades). So, they just thrash around trying to find a solution, pass you onto someone else or tell you it can't be done. This is a total failure of management.