Volt broadband speed upgrade and Mis-sold

[slade211]

The first issue is of mis-selling.

I have been on Ultimate Oomph bundle for the past 18 months which came with a free upgrade to M600 fibre when it became available in my area (I received this circa 9-12 months ago). When my 18 month contract period expired I was unhappy with the price rise so contacted to advise I would be leaving.

Retentions sold me the Ultimate Volt Bundle for £99 pm on 14th April 2022 over the course of 5 telephone calls (1 inbound call from me and 4 outbound calls from the agent due to "system issues"). I confirmed with the agent that it included Gig1 fibre on multiple occasions and they confirmed it did (this was done across the 5 telephone calls).

I was satisfied that what I was signing up for included Gig1 Fibre as I had confirmed it multiple times with the agent AND because a free speed upgrade was specified as a benefit for all Virgin/O2 Volt customers (https://www.virginmediao2.co.uk/)

I have since been advised that this is not the case and have raised a number of complaints which have been closed without me receiving any contact leaving me frustrated and disappointed.

In addition to this during a web chat on the 13th May an agent removed Netflix Standard from my account when sending me out a WiFi pod to cover a blackspot in my home (A different FREE benefit for a Volt Customer to the broadband speed upgrade I am yet to receive)

I have contacted Virgin for over a month to have my Netflix (a part of the package I pay for) re-instated on my account but despite many agents telling me it will be fixed, it still has not been.

I'm not sure what else I can do, I have been understadning and patient allowing a very reasonable amount of time for both issues to be resolved but as yet nothing.

I'm very disappointed and feel let down and lied to by your business.

Please correct your mistakes

[slade211]

Can someone at Virgin respond to this, I am getting no where through the other channels

[John_GS]

Hi slade211

Thanks for posting and welcome to the community. I am sorry for the delayed reply firstly and also for the experience you've had since upgrading. I will add a footnote to the 600mb broadband speed, not every change to Volt would mean a speed boost to the 1GB. I will send you a PM now to assist further with the complaint.

Kind regards,

[slade211]

Netflix still not working

[Jodi_S]

Hi slade211,

Thanks for posting on our community forums. We do apologise that you're having issues with your Netflix services not working currently.

Can you tell us a little more about the issues you're facing? Are you unable to access Netflix form your online account, were you not sent the activation code or can you not upgrade to the premium service.

If you could divulge a little more we will try to assist you as much as we can.

Kind regards Jodi. 

[skevs1987]

Hi slade211 - did you ever get a resolution to this? We feel we’ve been mis sold the volt package too - we were on a 250mbps connection prior to taking the new volt contract, so you’d assume we’d be boosted to 350mpbs FOC. We’re now in dispute because it seems virgin unbeknown to us downgraded the package to 125mbps and then put us back up to 250mbps as a volt ‘benefit’. Like you, hours upon hours of dealing with various operators and no further forward. Awful experience.

[Martin_N]

Hi skevs1987,

Thank you for your post and welcome to the community. 

I'm sorry to hear about the confusion with your upgrade. 

I am happy to take a look into this to see if we can help understand what has happened. 

I will private message you now to confirm your details. 

^Martin