on 30-04-2022 17:14
So we just had our bill through contract come to an end and the package we have is going up £60 per month
called virgin got cut off twice then finally got through to retentions who said the best they can do is increase my package to £125 per month which is £30 more than I currently pay but lower my broadband to 600mb
the confusing bit is which they don’t understand is we are o2 customers and took out o2 6 months ago to get the speed boost from 600mb to 1gb volts but now to keep the 1gb we have to pay more for it as they don’t seem to know anything about the volt boost
i can’t seem to speak to someone that understands the volt benefits and now why should I have to pay for the speed boost now my contact has come to an end
any idea how I can speak to someone that understands ?
Answered! Go to Answer
on 02-05-2022 11:28
We have already agreed to a new deal but they said they would have to reduce the internet to 600mb as a temporary thing until some code thing is sorted out then it will be put back up to 1gb free of charge but I don’t understand this and not sure what can be done to check
on 02-05-2022 14:29
Hi @Razor1979,
Thank you for coming back to us. Can you tell us if you were given a time frame for this change to take place?
Have you been in touch with the team since the package change has been actioned?
Please let us know. We'll be happy to investigate if needed.
Thank you.
on 02-05-2022 14:39
Sorry I haven’t been back in touch as it was a nightmare getting in touch the first time
He couldn’t give me a time frame but surely if I’m meant to have it and being charged for it then I should get a discount for not having it at the moment but my main concern is when it will be reapplied
do you have access to my account to check the notes ?
on 02-05-2022 14:58
vm here should be able to look - i assume all the info came from offshore agents if so take it all with a large pinch of salt - if it sounds ok they will spout it - if it does not sound ok they will still offer BS
the code thing sounds just that - BS - either they could not be bothered or they were [as ever] clueless so you got todays new excuse - but be happy for one thing that allowed them to close the call from their side showing a positive outcome - the fact you are in a mess matters not - good result for them
on 02-05-2022 15:05
Think I need to raise a complaint if that’s the case then
as I would like my 1gb service back as promised
thanks for your help
on 03-05-2022 08:44
Thanks for coming back to us @Razor1979, I'm looking into this and have contacted the agent that has been assigned to deal with your complaint and I have asked them to get in touch with you ASAP to discuss this further.
I cannot see why your speed has been dropped to 600mb from 1gig but the agent will be getting in touch to discuss this with you.
Regards,
Steven_L
on 03-05-2022 09:04
Thank you For your help I await there call
on 03-05-2022 11:19
You're very welcome @Razor1979 and I hope that the team get in touch with you very soon.
Regards,
Steven_L
on 03-05-2022 11:54
Thank you for your help guys
The complaints team just called my better half and within 10 minutes increased my speed back up to 1gb
im very grateful for everything you did
on 03-05-2022 13:58
Thanks for coming back to us and you're very welcome @Razor1979. I'm glad to hear that your speed is back up to 1 gig now.
Please let us know, if you have any further issues.
Regards,
Steven_L