I was cold called today by VM and offered a pretty decent deal for Gig1 - only about £6 more than I currently pay for M500. Happy days I thought, the new router will arrive on Monday and I can enjoy Gig1.
However, shortly after the call my router randomly reboots (during the workday!) and after it comes back on again I notice that my speed is hitting the 300's mark, as opposed to the 550 or so I usually get. I log into my app and sure enough the Broadband section now says that I am on M350?
I understand that I won't receive my Gig speed until the router arrives in a week or so, but why I have been knocked down to M350 when I pay for M500? Following this, I rang Virgin and the call center abroad firstly accused me of lying that I was ever paying for M500, despite me saying that they can check all my bills from the last months and see that it explicitly says M500 in clear bold text. The rude lady then passed me to the English call center where I was met with someone who had to put me on hold for 10 minutes, to tell me that I definitely was on M500 and that it was probably just a 'glitch on the app because of the upgrade'.
I can very obviously see that this is not a glitch on the app, my speed has gone down by around 200Mbps. I can also see very clearly in the app that it suggests I have M350 - this is not a coincidence. I understand that my speed should go to Gig1 when I get my router in a week but I am currently paying for M500 and not receiving it. Furthermore I was basically accused of lying by VM over the phone about having M500 - and I quoted back to the support representative "Why would I lie about having this speed? It's all over my recent bills from the last months."
Really poor Customer Service from Virgin Media experienced today.