Forum Discussion

Lionface_182's avatar
Lionface_182
Tuning in
4 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? 

      • Lionface_182's avatar
        Lionface_182
        Tuning in
        3 months ago

        Hi Matt

        Thanks for getting back to me. 

        Yes we have had one speed increase already. 

        I may have missed where it states in your T&C's that only one speed upgrade per household is allowed - please can you direct me to this information?

        As far as I can see, (see attached photo) the only exclusion criteria that would prevent a speed upgrade, is if you have Gig1 or the fastest speed already, none of these apply to me. 

        I've also included the email confirming I am eligible for Volt benefits,  from the Virgin Media team. This would lead you to believe the eligibility here is referring to the broadband side of things, rather than the data boost on the O2 side of things. 

        If there is anywhere that states only one broadband speed boost per household, then fair enough. As things stand however, it is all pretty misleading and frustrating I have to say...

         

        It would be interesting to see what Trading Standard's stance on this kind of marketing is. 

        Many thanks