Forum Discussion

sacredshapes's avatar
sacredshapes
Joining in
11 months ago

Volt upgrade with O2 sim

On the 22nd of February I requested an upgrade (which is still showing as available now to me in my offers/upgrades) to Volt Gig1 Fibre Broadband with a 30GB O2 sim at the cost of an additional £15 a month to my current bill. I received an email to confirm these changes.

By the 6th of March I was yet to receieve any further correspondence and was assured via live chat that my package upgrade would be complete and that I would receive my new hub by Friday the 8th of March.

This has not happened. There is no reflection of any changes to my account in the 'My Account' section of the Virgin Media site, no upcoming appointments or orders have been added. I am not confident that this order has actually been placed - whenever I speak to live chat they try to sell me a much worse alternative deal. They claim that this deal is for new customers and "most of them don't get processed which is what has happened to me".

 

What is actually going on?

Deal in question is attached below.

 

 

Any help or advice whatsoever would be really appreciated. I feel like I'm pulling my hair out speaking to the live chat reps.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    11 months ago

    Hey sacredshapes, thank you for reaching out and I am so sorry to hear about this.

    Orders on the app can take anywhere between 10 - 15 working days to be applied once you have checked out. 

    Does your paperwork state the 8th of March as date this was suppose to go through? 

    Did you order it on the app?

    • sacredshapes's avatar
      sacredshapes
      Joining in
      11 months ago

      Hi Matthew,

      I've still not had anything. I ordered it via the My Account section on the website. It looks like I'm not eligible for the offer which is frustrating.

      • Zach_R's avatar
        Zach_R
        Forum Team
        11 months ago

        Hi sacredshapes,

        Thank you for coming back to us. I'm very sorry to hear you're still waiting on this.

        Did you receive any order confirmation from us via email to confirm that the order has been processed successfully?

        Thanks,
         

  • Martyn's avatar
    Martyn
    Superfast
    11 months ago

    call o2 and cancel the sim if it hasn't come and tell them this is why you want to cancel, keep the volt upgrade (if thats even been applied)

    also you shouldn't be paying a setup fee... what are they setting up???