Forum Discussion

anthonyszy's avatar
anthonyszy
Joining in
2 months ago

VOLT benefits not applied - Broadband

Hi, I'm both an 02 and Virgin Media customer, Broadband installed on 14th Jan so well over time told to wait. Have spoken to customer service and the Terri bot to no avail. My 02 VOLT benefit successfully applied within days, but my broadband VOLT upgrade still hasn't been applied. Can someone help me please? Spoke to someone is customer service who advised they would apply immediately but this was over a week ago and haven't received any follow up since which has been frustrating.

Neither the phone line or the complaints links seem to work, either dead links online or the options don't exist when calling to escalate. Finding it hard to speak to anyone at all to rectify this for me. As far as I'm aware both accounts have the same email and address so don't understand why there is such a lengthy delay applying the upgrade.

Thank you.

Broadband
Volt
  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Does the actual postal address match up on both the VM account and the O2 account?

      • Carley_S's avatar
        Carley_S
        Forum Team
        31 days ago

        Hi anthonyszy 

        Welcome to the Community Forums. 

        Sorry to hear of your concerns that your Volt benefits haven't been applied on our side. 

        To be eligible for Volt benefits, the address on both the Virgin Media and O2 must match completely. The address should also match how the Royal Mail have the address on their side. You can see how your address is shown with Royal Mail here. 

        If you have any differences between the addresses, even as small as a comma, then this can cause the system to fail eligibility for Volt benefits. Should you see any difference in the address as how it's written on Royal Mail, this will need to be changed. 

         

        Can you please double-check check your address does in fact, match completely with on another?