Forum Discussion

DarrenHillman's avatar
DarrenHillman
Joining in
6 months ago

Upload Speed Add On

Please can someone help me.

I pay £33 a month for Virgin 500, but as I am an O2 customer I get that speed doubled  to 1000mb.

I have also added to my account upload speed add on which matches my upload speed to my download speed, this is costing me £6 a month...so all together my monthly package cost is £39.

The upload speed add on has not yet activated and I have phones virgin 3 times only to get told that the deal does not exist and I have made it up. If that's the case then why do I pay it.

Please can someone from virgin please sort my account out correctly

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    Getting VM to activate the 1000 Mb/s on the XGS-PON upstream
    has repeatedly been a reported as very problematic.

    The VM  moderators on this forum do not appear to have any competencies for the XGS-PON platform.
    So you request for help may well fall on deaf ears. 

    There is supposed to be a special VM team dedicated to XGS-PON but it is beyond VM a telco to provide a direct phone number to that team.   

  • Molly_T's avatar
    Molly_T
    Forum Team
    6 months ago

    Hi DarrenHillman 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about your Broadband Speeds. We will need to confirm you have your O2 / VOLT benefits set up correctly on the account to start, with and also take a closer look at the account to see what's happening with any upload speed add on. If there's an issue and it needs to be raised to the XPON team we will help with this. 

    We will just need to send you a PM to confirm a few account details so we can arrange this for you.

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

    • Martyn's avatar
      Martyn
      Superfast
      6 months ago

      Hey Molly, he already gets the volt benefits, the issue is with the symmetrical upload addon not being applied, which is possible as I had this done, and it was a great struggle to get sorted.

      @DarrenHillman send an email to the ceo/exesutive team, it seems the only way to get things done in a decent time frame, the person who fixed this for me at the time was a "Knowledge Specialist" unsure if that means anything, 

      I had a smilar the same issue, I started on 500/500, got it volted and they changed my package to 1000/100, not right is it, took so much time to get it finally added back on etc, but don't give up too much hope, it is possible! I too paid £39 for 1000/1000 but recently managed to get the 2gig for only £6 extra (mega deal) so pay £45 for 2000/2000 🙂

      Good luck @DarrenHillman

      • nrushforth's avatar
        nrushforth
        On our wavelength
        6 months ago

        @Martyn do you have the email for ceo/executive as I finally managed to add the upload speed addon to my account today but nothing has changed. Still on 1000/100. Rebooted Hub5x but no change. @DarrenHilllman did you have any joy with yours?

  • AshtagDOTuk's avatar
    AshtagDOTuk
    Tuning in
    5 months ago

    Best of luck getting the add-on - i've been trying and failing since it got announced. I'm in an XGS-PON area and know it's available in my area because if I try to sign up as a new customer I get the option.

    I've tried the complaint route (twice, including CEO/Executive Complaints) and not got anywhere - I just get lied to and told it's not available.

    Incredibly frustrating - to the point i'm even contemplating paying the early termination and moving to an Openreach FTTP now it's available in my area (I hear EE may offer a rebate to buy out contracts).

    • nrushforth's avatar
      nrushforth
      On our wavelength
      5 months ago

      Hi

      I managed to get it added via web chat and explained I wanted the Upload Speed Addon applied to my account. They appeared to be aware of it after I explained what it was. Try again and you may have more success.