XGS-PON Gig1 Symmetrical

Have you looked at your online account to see if the upgrade is available other? 

Unfortunately whenever I click the upgrade / product option it just redirects me to this page.

Live chat haven't not helped as just get bounced about between people who all try then hit some sort of wall.

The VM sales rep will have told you whatever he thought you wanted to hear. They are experts at this - VM gets the contract and the sales rep gets his commission. 

Update on this, managed to get through to someone who was very helpful, kept me on the line until they could get help from anyone that might know about it.

They can add the addon but the only way is to recontract, they agree this doesn't make any sense for an addon and have escalated it to Head Office. Said if they can't get it solved that way would sort "another way"...

Unfortunately I haven't heard anything back yet, tried to get through to someone on support earlier but didn't have as much luck getting through to the same team.

If anyone from the forum team sees this would be great if they could chase it up for me.

Hi,

Im a bit late to this, the 'symmetrical' add-on is a none contracted add-on, it can be added to any contract for an additional £6/mth you do not need to re-contract. As its a none contracted add-on it can also be removed at anytime without changing your existing contract, as it runs month to month.

That was the good news!

The bad news is the call centres that are 'offshore' don't know how to apply it, unless you hit lucky and get through to a call centre that actually has access to the full range of Virgin add-ons. The one you are after is called 'Upload speed add-on', they don't seem to understand symmetrical speed! You also cannot have this add on if you are on any contracts that come under the 'Volt' branded services. I posted my experiences of this a while back under a title of 'Beware of being upsold a Volt contract' or something along these lines. It's in the Volt small print.

I went through all of this a few months back, it took a fair bit of perseverance, and eventually spoke to a Virgin member of the churn team based in Sheffield to get it resolved.

The upgrade your package does not seem to work with XGS-PON customers and the call centres will tell you it's not possible. This is due to lack of training and also their online systems don't present this available add-on for some reason, most likely it's due to the service being supplied through a third party 'Nexfibre', who are rolling out the XGS-PON network for VM.

it is 100% a month-to-month based addon, it's even in the "Addon" section, go through the correct steps, complain, they say they can't do it, then go through ceo email to talk to the executive team, and your get compensation for their actual lack of support on this from all departments, several months ago I upgraded to 2gig, and confirmed the price included the upload addon, so 100% the systems are there and in place.

Just wondering why you didn't pick it during checkout?

in fact, when I volted, they removed my upload addon, and I had to complain to get it added back on. so it must be an option somewhere, the amount of agro people get, and their systems must be a nightmare.