How on earth do i get the Volts upgrade applied

Virgin broadband installed 17th June. I was told by the sales rep that as my wife had an O2 account I'd be upgraded automatically from 500M to 1G midnight 17th or 18th as system would see Virgin and O2 at same address. Didn't happen. After searching high and low told by some O2 online person that the virgin isn't registered in my wifes number but in my lebara number. I thought as long as someone in your house at your address had an O2 account volts would be applied? Not the case online person told me. I was miffed with sales person who made calls and found out I was correct. Now our Virgin account has been changed to my wifes O2 number and when you log into O2 it says she is able to get volts or words to those effects. Still no upgrade and trying to get this sorted is just mad. Can someone please explain to me how I get the Volts benefits of doubling the Virgin bandwidth from 500M to 1G? Appreciate all help i can get