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Ordered Gig1 but contract states M500

Joining in

Placed an order to upgrade my current M500 package to Gig1 last Tuesday, and the new Hub 5 arrived yesterday, however, on looking at my new contract, it states that I've ordered M500, and my download speed is still at 500mbps.


Forum Team
Forum Team

Hi there @jrnyfan4life 👋 Welcome back to the forum and thanks for your post 😊

Sorry to see you've been having issues with your speeds not being as promised. Just to confirm, when you agreed to the package, what did the contract information show? We would've sent an email confirming the terms of this contract for you to agree to before it took effect.

Let us know, we'll be happy to look at this further.



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The order I placed was for Gig1, and was stated as such in the PreContract agreement I received, however, the actual contract says I've ordered M500.



Thank you for sending this over and I am sorry to hear this.

Normally 1GB might not be available in your area right now however this is due to be upgraded soon and once it does become available you would get put on  1GB. 

Please may I ask where this was promised to you did you see it online , over the phone etc? Cheers 

Matt - Forum Team

New around here?

If Gig1 isn't available in my area, it should've been stated as such when I ordered it. I did the upgrade through My Virgin Media account.

EDIT: Gig1 is available in my area.

You've chosen a Volt bundle. This means that your 500Mbs broadband will be boosted to 1Gig once your O2 account has been linked. 

My O2 account is already linked.

Edit: I think I know what's happened, I also changed my O2 tariff last week, and having checked my O2 account, it says the Volt benefits won't be applied until the 26th.

I am sorry to hear this but on the bright side its good to hear that it getting added on the 26th.

As mentioned it can take up to 14 working days for them to become active. Cheers 

Matt - Forum Team

New around here?

So today is the day my Volt benefits are activated. I've restarted the hub, and I'm still on the M500 package.

Hey thank you for reaching back out and I am so sorry to hear this.

1GB is not currently available everywhere just yet if your VOLT benefits have started and not gone to 1GB this is more than likely the reason, once 1GB does come in the area you will get put on it

Does the Volt benefits say they are active? Cheers 

Matt - Forum Team

New around here?