Forum Discussion

Lionface_182's avatar
Lionface_182
Tuning in
3 months ago

Volt Benefit not applied

Hi,

I recently joined O2 and have Virgin Media at home already.  

When I try to activate my broadband boost on the app, I get the attached error message. 

Can someone please assist?

Thank you 

 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    3 months ago

    Hi Lionface_182 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you've been having 😔

    I can see you've spoken to the team since you posted. Has the problem now been resolved?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Lionface_182's avatar
      Lionface_182
      Tuning in
      3 months ago

      Hi Daniel, 

      Thanks for getting back to me. 

      Sort of...my wife and I are both with O2 and have Virgin,  entitling us to volt benefits.  However, I was told I couldn't get my WIFI speed boost, since it had already been done under my wife's benefit. 

      It's pretty misleading and not clear at all on the websites/apps terms and conditions.  I may have missed it, but couldn't see anywhere that states it was a single boost per household that was the limit. If it does, please could you direct me to this information?

      I've been round in circles and spoken to countless customer service agents, the apps seem to just send you in loops while attempting to activate these benefits and get them visible on your account. 

      All in all pretty frustrating, especially since I moved from vodafone recently to join O2 in the hope of better service and customer experience. 

      I have spoken to someone else this evening who assured me both the wifi speed boost and double data should be applied in 36 hrs, we shall see!

      Kind regards,

      Paul 

    • Lionface_182's avatar
      Lionface_182
      Tuning in
      3 months ago

      Hi Daniel,

      Nobody responded to my last email,  can you assist please?

      See attached email confirming eligibility of Volt Benefits from Virgin Media!

      There's still no sign of the WIFI speed increase!

      Any help would be appreciated. 

      Thanks

       

      Paul 

       

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        3 months ago

        Thank you for sending this over.

        Can I just confirm something please;

        Have you had a free speed upgrade before with the VOLT add on?

        The free speed upgrade is only an one off, so for example lets say in 2023 you got a free speed upgrade and then in 2024 you upgraded again you wouldn't get a free speed upgrade this time because you've had it.

        Also from this email it can take up to 14 working days for the speed upgrade to be applied, has it been longer than this?