Email to boost broadband from 500mb to 1gig - ordered on 2nd Oct and nothing since then....

[venom1123]

Hoping I can get through to someone from Virgin Media as i'm going round in circles on the phone, whatsapp and live chat.....

I got an email from yourselves about an offer to upgrade from 500mb to 1gig on 02/10. I signed up and then got confirmation emails and documents and had an email advising that installation would be on 05/10. Since then I have received nothing.

On 07/10 I contacted yourselves on Whatsapp and after a 2 hour delay was told they can offer me 1gig for £73 per month, after telling them I already had the offer they advised that offer was only for new customers, I then provided a screenshot of the email and they advised they could not match the offer. After I mentioned I would like it escalated the chat disconnected and I got no further responses that day.

I rang up the same day and after 30 minutes of waiting I got through to someone and they advised that they could not match the offer, to which I said that I don't need the offer matching I just need the current order chasing. They transferred me through to another guy from England who was helpful and actually found my order but advised that he couldn't chase it as it had to be 14 days from when the order was placed and told me to ring back on the 18th. I rang today, again got told that they could not offer me the same priced deal, again I advised that I already had the deal and just needed it chasing, he then tried to put me through to customer retention team but came back on the phone from them as they advised that they could not match the offer either and that I had to go on the live chat on the website.

I am now on with them and once again, even though I have sent screenshots of the email and my order confirmation they are currently telling me they cannot match the offer and are putting me through to the .... customer retention team who had already advised the person I called that they couldn't do anything about it....

Please can someone contact me to sort this out

[John_GS]

Hi @venom1123 

Thanks for posting and welcome to the community.

Sorry to hear of the issue with the offer going through.

I've checked the system and can see since posting you've been in touch with the team and got this sorted.

Keep us posted if you need further assistance.

[venom1123]

So after 5 hours on Wednesday I did manage to get it sorted but only after it was agreed to honour the original email price that I received (had to also include an o2 sim card which i'll never use but whatever....)

Now I have a new issue. Internet is working fine. Speed in the living room is decent but as I live in a town house the speed in my Man Room and also the Main Bedroom is way under the 30mb but the only way to get the Wifi Pods is by testing using VM connect which refuses to work....I have tried on 3 different devices and keep getting "We can't find your hub" I have gone though all the usual steps of how to resolve it. Holding rest button for 60 seconds, making sure the modem is in router mode, using 3 different devices. Every time it just fails. 

Do I have to wait until the VM connect app decides to work of can someone send me out at least 2 of the pods to be able to access the internet fully in most of my rooms?

[jpeg1]

You'll need to get the app working, and get a pod in one area. Then repeat for another pod.

But did you really need a 1g connection if you are relying on VM pods for WiFi connection?