These "didn't get the deal I agreed" situations happen from time to time. However, your legal rights are crystal clear - information provided by a company verbally or written is binding if the consumer relies upon it when entering a contract (Consumer Rights Act 2015), so VM have to honour whatever was promised, whether they like it or not. I'll flag this for the forum staff, and hopefully they can pick this up and get it sorted - by which I mean that you get exactly the deal you agreed, not some less attractive compromise. That will be the cheapest and quickest resolution for both parties, and the best way of trying to recover some goodwill in an unfortunate situation.
If it doesn't get sorted to your complete satisfaction, there are further options (formal complaints, arbitration), but whilst these are highly likely to achieve the outcome you want, they involve more effort, and will be much slower. So if there's a continuing problem we can advise on those options.
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just held for over an hour only to go into a loop in which the BOT keeps asking me the same question, i answer hold for agent but 30 second later it asks the same question. VM, this is not clever and only serves to p*** off your customers.
I get at best a download speed of 33mb which they said was due to the wifi but i know the wifi should be 50mb capable and the package i have is 50mb. Now that's not the issue , the issue i have is having tried to upload a video file to OneDrive which was 340mb the entire transfer took some 10 mins which doesn't even measure out at the 3mb i'm supposed to get.
Prior to down grading from 100mb and removing the TV package speeds were fine as was uploads and that was over wifi connections. There's nothing else using the bandwidth so its not like i'm contending with other devices. The speed test from Virgin's own web tester confirms the 33mb download and 3mb upload but it all just feels vert slow now.