Hi everyone,I seem to be in the same boat as quite a few other people in that I haven't received by volt speed boost yet (250 >350).Broadband was activated two weeks ago with the O2 portion being activated last Saturday.Both the O2 and VM accounts were setup at the same time and there is no discrepancies in account details.On my Vm account page under broadband it states - 'We’ve noticed you don’t have our Ultrafast Fibre Broadband in your package. Check out our broadband deals so you can browse, watch, stream and game more with ease.' I do have it, I'm looking at the 5x hub right now 🙂Also, the VM connect app can't find the 5x 'Looks like we've lost connection' Tried the IOS and Android versions of the app, always the same outcome.Can anyone help pointing out what to do?Thanks!

Oops, to clarify, the double data boost was activated last Saturday on O2. VM went live on the 15/04.

Hi, I have exactly the same situation (posted the same question this morning).I've noticed that the My VM page doesn't seem to show which package I have anywhere that I can see. I don't know whether it's maybe because it's fibre?Watching your thread for a solution.

Im on the same deal, O2 double data and VM FTTP 250. However, despite being a new customer to O2 and VM, signed up on the doorstep over 6 weeks ago, havent had the O2 double data applied despite raising with both O2 and VM.Ive been told by my VM account manager, the VM increase in speed to the 'next level' only applies to those who were VM broadband customers before signing for the Volt deal. Dont know if that is accurate and I havent seen any increase from 250 to 350 download speed on VM.I get the same message within VM about not having ultrafast broadband from them. Crazy!Regarding the VM Connected app, try uninstalling it, re start your phone then re install.

I was told specifically when I joined that taking the 02 sim would bump me up to the next level speed wise. I’ve installed and uninstalled the app many times with no joy on 3 separate devices with no joy.o2 app says I’m not eligible for volt benefits even though it says volt on the plan and vm thinks I don’t have their broadband. I’m guessing here but I think the vm and o2 systems are not compatible with each other and someone is setting up the volt settings manually for each account.

I'm also on the FTTP M250 package expecting to see it boosted to the M350.I was in touch with customer service via Twitter/X this afternoon - they told me that the speed boost had already been applied to my account. However, the line still speed tests (using the SamKnows RealSpeed test) exactly the same as it did on the day of installation at around 270Mbps.The thing I found interesting is that on the SamKnows test it shows my Service provider as "Virgin Media, 350x35" - which makes me think it should be the 350 Mbps download and 35 Mbps upload offered by the M350 package.I'd be interested to see what the "Service provider" shows as for others on the M250 and M350 packages.

Volt. Speed Boost | Virgin Media Community

16 Replies

epwg1
On our wavelength
12 months ago
Oops, to clarify, the double data boost was activated last Saturday on O2. VM went live on the 15/04.
- newapollo
  Very Insightful Person
  12 months ago
  You can double check what speed you've been assigned by opening a browser window and logging into the hub settings http://192.168.0.1/ and going to the Advanced Settings > Configuration tab
  See what it shows under Max Traffic Rate for both the Primary Downstream Service Flow and Primary Upstream Service Flow.(as per screenshot below)
  - epwg1
    On our wavelength
    12 months ago
    This option doesn’t seem to be on the 5x hub
GlynF1
Tuning in
12 months ago
Hi, I have exactly the same situation (posted the same question this morning).
I've noticed that the My VM page doesn't seem to show which package I have anywhere that I can see. I don't know whether it's maybe because it's fibre?
Watching your thread for a solution.
cyclingcylon
On our wavelength
12 months ago
Im on the same deal, O2 double data and VM FTTP 250. However, despite being a new customer to O2 and VM, signed up on the doorstep over 6 weeks ago, havent had the O2 double data applied despite raising with both O2 and VM.
Ive been told by my VM account manager, the VM increase in speed to the 'next level' only applies to those who were VM broadband customers before signing for the Volt deal. Dont know if that is accurate and I havent seen any increase from 250 to 350 download speed on VM.
I get the same message within VM about not having ultrafast broadband from them. Crazy!
Regarding the VM Connected app, try uninstalling it, re start your phone then re install.
- epwg1
  On our wavelength
  12 months ago
  I was told specifically when I joined that taking the 02 sim would bump me up to the next level speed wise.
  I’ve installed and uninstalled the app many times with no joy on 3 separate devices with no joy.
  o2 app says I’m not eligible for volt benefits even though it says volt on the plan and vm thinks I don’t have their broadband.
  I’m guessing here but I think the vm and o2 systems are not compatible with each other and someone is setting up the volt settings manually for each account.
- GlynF1
  Tuning in
  12 months ago
  I'm also on the FTTP M250 package expecting to see it boosted to the M350.
  I was in touch with customer service via Twitter/X this afternoon - they told me that the speed boost had already been applied to my account. However, the line still speed tests (using the SamKnows RealSpeed test) exactly the same as it did on the day of installation at around 270Mbps.
  The thing I found interesting is that on the SamKnows test it shows my Service provider as "Virgin Media, 350x35" - which makes me think it should be the 350 Mbps download and 35 Mbps upload offered by the M350 package.
  I'd be interested to see what the "Service provider" shows as for others on the M250 and M350 packages.
  - epwg1
    On our wavelength
    12 months ago
    The Sam Knows test complains it's not compatible with the router...
epwg1
On our wavelength
12 months ago
Sigh, here's my latest update..... Kafka would be proud.
Tried moving things on via the VM chat this afternoon only to be told that the O2 Sim I have in the Volt package has been deactivated so no boost can be supplied 'I did try to upgrade the package to V350 broadband speed, but the systems say the volt benefits are not added and the o2 sim has been removed and the system is not allowing to upgrade the package.' The sim is active and I'm being charged for it.
They then tried to give me the 350 speed for £10 more than I'm contracted to pay. I was then passed on to another advisor and explained the situation again seeing them proof of what I actually signed up for they finally agreed I was actually on the Volt package after all but there was nothing they could do to remedy the situation - 'As per checking here on my end you're on a Volt deal. What I can do now is to provide you a number where to call for further assistance with your upgrading of broadband speed. Kindly contact O2 sim on this number 0344 809 O2O2 to update them that you are an O2 sim customer and also to our Customer Care for updating your broadband speed to your account on this number 0800 064 3840.'
So far I've been told that I've not got VM broadband and I don't have an active Sim with O2. Why did I have to send proof of what I've actually signed up for? Are their systems really that bad? Is nobody able to take responsibility for this and sort it? All I'm after is what my contract states.
One hour and 30 mins to get no further forward
epwg1
On our wavelength
12 months ago
I did try...
Called O2 and after expalining the situation twice I was told 'not our problem guv, try VM'
So, called VM and after explain the situation twice again I was told that the boost has been applied.
You know what's coming... It hasn't.
Every one I've contacted has given me a different story and passed the buck on this.😠
Can someone from the community team please contact me about this as this is just a farce right now
- GlynF1
  Tuning in
  12 months ago
  I've been chasing mine up too.
  Similarly to you, my boost from M250 to M350 is apparently active, but the speeds haven't increased.
  The support team on the forums don't have the tools available to them to support with the fibre XGS-PON network. They said I should call the tech support line as there is a specialist team who can help.
  In the meantime I'd been on the live chat. They tried sending some commands to the Hub 5X, but the speed still hadn't increased. I got back on to them again and they have now arranged an engineer visit for Saturday.
  Personally, I think it's some kind of provisioning issue rather than a hardware problem - but hopefully the engineer will have the resources/prior experience to get it resolved.
epwg1
On our wavelength
12 months ago
Might try the live chat again tomorrow.
let us know how the visit goes 😀
- Alex_RM
  Forum Team
  12 months ago
  Hi epwg1,
  
  Thanks for posting and welcome to our community,
  
  As you've been advised due to the area you're in we're unable to help with it here, please do call us on 150/ 0345 454 1111 and you'll be automatically transferred to the specialist team that can help.
  
  Alex_Rm
epwg1
On our wavelength
12 months ago
Tried customer services again apparently signing a contract clearing stating Volt 250 broadband does not mean you are eligible for this boost after all.
- GlynF1
  Tuning in
  12 months ago
  One of the forum team (Megan_L) helped me earlier in the week and filled in a form to check that Volt was active. Maybe one of the team on here can do the same for you? I had an email response within a couple of hours.
  - epwg1
    On our wavelength
    12 months ago
    As you can see above they can’t help due to the area I’m in. Whatever that means…..

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Volt. Speed Boost

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