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GlynF1's avatar
GlynF1
Tuning in
2 years ago

Virgin Media Volt Speed Boost Activation

Hello,

I had Virgin Media full fibre installed two weeks ago today.

I was already an O2 customer, and the Volt benefits activated on my O2 account within 4 days or so of the Virgin installation.

However, the Virgin speed boost doesn't seem to have been applied as yet. I read that it should happen within 14 days (presumably from the installation date) - which we are now at.

Is there anything I need to do in order to get the boost activated?

Many thanks,

Glyn

5 Replies

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  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Glyn

    Thanks for your post, welcome to the forums 😊

    We're sorry to hear that your Volt benefits have not yet been applied to the cable side of your services. This is usually an easy fix, so nothing to worry about.

    I've dropped you a private message so I can take your details and help you with this.

  • GlynF1's avatar
    GlynF1
    Tuning in
    11 months ago

    An update a month on..

    The problem still isn't solved - still getting M250 speeds even though my account is boosted to Volt 350.

    I've had several unproductive calls to the "specialist Hub5x team" - clueless.

    I've had an engineer visit which was booked for tomorrow cancelled without being informed (apparently there was an issue in my area which has been resolved, so the appointment was automatically cancelled. It was unrelated to the issue I have, and I now have to wait a further two weeks for a weekend appointment).

    I have logged a formal complaint a week and a half ago, but have had no response so far.

    Not impressed...

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      11 months ago

      Hi GlynF1,

      Thank you for keeping us updated. We're sorry to hear you're still having that issue. 

      How has the service been since your post?

      ^Martin

      • GlynF1's avatar
        GlynF1
        Tuning in
        11 months ago

        Hi Martin_N,

        It's still the same.

        I've been getting around 270Mbps since installation - no increase at all when the boost was applied.

        I think either someone needs to log an IT ticket (the 5x specialist team supposedly did this, but all they did was monitor the line for a couple of days - nothing further came of it), or swap the Hub (not sure if that will resolve it though).

        Something really needs to change with the support for Hub 5x customers. The specialist team don't seem to have a clue - the solutions they offered were WiFi pods (not going to help with line speed into the hub!) and upgrading to a higher package (just ridiculous and shows their lack of understanding of the problem).

        Hub 5x customers pay the same as legacy customers, but in my experience receive limited support - the community staff, X, WhatsApp and live chat teams can't help.