Forum Discussion

SamHM88's avatar
SamHM88
Joining in
6 months ago

Symmetrical Speed add on not activated

Please can someone help me.

I pay £33 a month for Virgin 500, but as I am an O2 customer I get that speed doubled  to 1000mb.

I have also added to my account the upload speed add on which matches my upload speed to my download speed, this is costing me £6 a month...so all together my monthly package cost is £39.

However it doesn't seem the upload speed add on has been activated and I’m getting 1000/100 approx

Please can someone from virgin please sort my account out correctly! Seems I am paying an extra £6 for nothing

6 Replies

Sort By
  • SamHM88's avatar
    SamHM88
    Joining in
    6 months ago

    I don’t know if the guidance I was given (via phone) is correct but I have been told the Volt 1gb package CAN’T have symmetrical speeds and therefore the add on can’t be activated.

    Has anyone had the same guidance? Its fine If I can’t have it, just don’t want to pay for something I’m not getting (which it doesn’t sound like I will be going forward)

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      6 months ago

      Do you have a Hub5 or a Hub5x ?

      Non fibre 1GB packages are 1000/100.

      • Cardiffman282's avatar
        Cardiffman282
        Wise owl
        6 months ago

        My guess here is that it is a 5x as the upload speed option was visible as an option for the OP and that offshore customer services have got confused between Volt (indeed no symmetrical upgrade) and 5x (symmetrical available).