Upgraded to 1Gig - contract has amended price but speed has not been increased at all?

[Karl316]

Hi all,

,My father and I have recently had my upgraded contract which was supposed to confirm the upgrade to 1Gig Broadband. The price has been applied but the speeds on the contract have not been changed at all - I've checked and the 1Gig is available in my area so I don't understand what's going on, would someone be able to assist please?

[Ashleigh_C · Accepted solution]

Hi there @Karl316 

Thank you for your post and welcome to the community forums, it's great to have you back. 

I am so sorry that you have faced this issue with your service and thank you again for posting. Can I ask if the contract is showing on the My Virgin Media app?

[Karl316]

Hi Ashleigh, I've spoken to retentions since after being on the phone for an hour and 22 minutes and they've been able to assist - I was a bit concerned during the call that when the original operator was telling me the upgrade had not been added, that to go back to the services I was originally paying £135.00 for, I'd need to pay £179.50 - however the other colleague I spoke to in retentions has now submitted a form to confirm the upgrade can be done, and if so, it will be done at the rate as per the offer.

[Ashleigh_C]

That's great to hear and thank you for letting us know @Karl316 

If you ever do need any help in the future please do let us know and we will be happy to help here on the forums.