Forum Discussion

Swinstar's avatar
Swinstar
Joining in
2 months ago

Volt broadband not being applied

I started with Virgin in December. Existing O2 customer. Signed up to 500mb which the salesman told me would be automatically upped to 1gig.  O2 doubled my data within days. I waited the 14 days for the benefits to be applied on the Virgin side but they never materialised.

Contacted web chat and raised a referral form on the 6th Feb to have this sorted. Told I'd get a response within 24hrs. Haven't had one. 

Phoned customer service. After 2 hrs of calls, being sent to O2 and sent back again, bounced around. Told another referral has been raised and I'd have a response within 24hrs. That time has now passed and no response again.

The app and website are full of broken links. My addresses match, the O2 app even says I've unlocked my benefits and am getting them, but I'm not. Nowhere to go from here other than a formal complaint and then the ombudsman. No point in going to Customer Service because they don't respond.

Broadband
complaint
customer care
Volt
  • Kath_P's avatar
    Kath_P
    Forum Team
    31 days ago

    Hi Swinstar, 

    Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

    I'm sorry to hear that you've not yet received your broadband boost. Once you have opted in to receive the benefits, it can take up to 14 days to go live. The O2 benefits and VM benefits are applied separately and one can happen before the other. 

    If you're already on a Volt speed when joining, you wouldn't benefit from a further boost. It would be best if we take a look at the account to see what's going on. In order to do that I'll need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Thanks,