Forum Discussion

bahamas1024's avatar
bahamas1024
Joining in
2 years ago
Solved

Volt speed boost benefit not activated

I joined Virgin Media  on 29th September 2023 as an existing 02 customer and got the Volt double data benefit for my phone but have not yet received the speed boost for our broadband. I have tried to speak to someone in customer service for assistance but started to loose the will to live. Is there anyone out there who can help please.

  • Thanks for your time via PM bahamas1024 

    I'm so glad I was able to help get this sorted for you.

    Let me know if you need anything else 😃

  • Hi bahamas1024 👋

    A warm welcome to our Community Forums and thanks for your post. It's great to have you on board with us!

    I am sorry to hear your speed boost has not been applied. 

    It should have been done within 14 days of activating but I will pop you a PM 📩 now so we can look into this. 

    Thanks

     

  • I'm having the exact same issue, my Volt benefits were activated on my O2 SIM in July and I've still not received my broadband speed boost - I've tried for a few days now to speak to O2 and VM and it's been a waste of time going around in circles. Please can someone help me.

  • Thanks for your time via PM bahamas1024 

    I'm so glad I was able to help get this sorted for you.

    Let me know if you need anything else 😃

    • Clubbster's avatar
      Clubbster
      Joining in

      Hi

      can you look into mine as well please?

      I’ve been with O2 since July and they’ve added the benefits their end but not had the Virgin speed boost or Max benefits added yet?

      thanks

    • Daleybosh's avatar
      Daleybosh
      Joining in

      Hi Ayisha,

      I'm having the same issue. My O2 benefits haven't been applied, nor have my Virgin benefits. The rep that sold us your services said that it would automatically recognise that I was an O2 customer and all benefits would be applied. Are you able to look into this for me? Thanks

      • Zoie_P's avatar
        Zoie_P
        Forum Team (Retired)

        Hi Daleybosh,

        Thank you for your post and welcome to our forums 🙌

        Have you checked here to activate it on the O2 side?
        What does your bill advise? Does it include VOLT on there? Let us know and we can assist further.

        Zoie

  • I've also had the same issue; O2 has been activated, but there's been no sign of any changes to my account from Virgin. It's been up to 14 days since activation, and the customer service call centre's no help!

    Ayisha_B

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team

      Hey Only_Pez Thanks for reaching out to us on the Virgin Media forums. 👋🏼

      I'm sorry to hear about the issues with the speed increase not being applied. 😢
      I will look in to this for you and send a private message to further assist. 🧾

      Kind regards,
      Ilyas.

  • I still have the same problem too.

    In my case the boost is definitely applied to the account - but the speed hasn't increased.

    The complication is that it's an XGS-PON fibre line and the support is only available via a ring fenced team on the support line - the forum team here haven't got the tools to assist.

    When I phone the specialist team they send signals to the hub, say to wait 48 hours, but nothing changes - even after reboots of the hub.

    When you phone again you get a different agent who does the same thing.

    An engineer came out, he couldn't resolve it.

    Ideally I need a way to escalate the issue to a higher level of tech support, but that doesn't seem possible.