Got signed to wrong package

[nigel-18]

Hi, can anyone please advise as I'm going insane with this.

To make a long story short.... 

I signed up to Virgin media almost 2 months ago, speaking to a web agent to build my package. I paid extra to upgrade the internet to Fibre 1Gig, since broadband was my priority.

I have noticed poor wi-fi signal in multiple rooms, so I downloaded the VM Connect app to run tests throughout the house, and noticed sub 30 mbps download in some rooms, so I reached out to virgin media to perhaps ascertain wi-fi pods that I saw are available to Fibre1 customers.

Unfortunately I was advised by the web agent that my current package is not for Fibre 1Gig, but instead for Fibre500 with Hub 3 instead of Hub 5. Apparently the deal created by the original agent was "not processed online". What this means I have no idea... My original contract I received from Virgin states that I paid for Fibre 1Gig. I raised a complaint but it was resolved with the following:

Your complaint was:
Cable -> My Contract/Package -> My package isn't as described

And here’s what we agreed:
Package -> Extra info on package and product

Any advice please as I forwarded this to commsombudsman as recommended by my ticket, but they say I need to wait 8 weeks before they can be involved.

[unisoft]

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@nigel-18 wrote:

Hi, can anyone please advise as I'm going insane with this.

To make a long story short.... 

I signed up to Virgin media almost 2 months ago, speaking to a web agent to build my package. I paid extra to upgrade the internet to Fibre 1Gig, since broadband was my priority.

I have noticed poor wi-fi signal in multiple rooms, so I downloaded the VM Connect app to run tests throughout the house, and noticed sub 30 mbps download in some rooms, so I reached out to virgin media to perhaps ascertain wi-fi pods that I saw are available to Fibre1 customers.

Unfortunately I was advised by the web agent that my current package is not for Fibre 1Gig, but instead for Fibre500 with Hub 3 instead of Hub 5. Apparently the deal created by the original agent was "not processed online". What this means I have no idea... My original contract I received from Virgin states that I paid for Fibre 1Gig. I raised a complaint but it was resolved with the following:

Your complaint was:
Cable -> My Contract/Package -> My package isn't as described

And here’s what we agreed:
Package -> Extra info on package and product

Any advice please as I forwarded this to commsombudsman as recommended by my ticket, but they say I need to wait 8 weeks before they can be involved.

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If your contract says GIG1 then its GIG1. That's why its a contract. GIG1 would need a minimum of HUB4, and its usually a HUB5 these days supplied for that tier especially if GIG1 was ordered outright instead of an upgrade from another tier or a VOLT uplift. If you login to your hub, under status there is a page that says the downstream speed in bps. Also in My Virgin Media Portal or the VM App, it will say what your package subscription is i.e. GIG1 or VOLT GIG1 as an example.

[nigel-18]

Original contract shows Fibre GIG1 but Hub is 3.0 and VM App shows M500. Seems like they messed up?

I'm shocked I wasn't informed of the change at the very least.

I raised another complaint on it so hopefully it gets reviewed properly.

[carguy143]

Keep pushing them. What price is showing on your bill? 

[Carley_S]

Hi @nigel-18 

Welcome to the community forums

Sorry to hear of your concern with your package speed. 

Have the team you're raised this to been in touch yet to support? If not, please let us know. 

It best to keep any correspondences with one department, so if they're already with you on this, then please let them support you. If you would like for us to take over the ownership then we can look into that for you to see what we can do at our side. 

[nigel-18]

Hi,

I have an open case C-100924534, but its been silent for a week now, just that it is with a member of the team. Should I just wait? Seems like a quick fix to put me on the right package.

Thanks

[Carley_S]

We do normally advise 5 working days for issues raised, so this would be around a week in most cases. For more complicated cases this can take longer, 

Do keep us posted as we can see on the systems at our side that they've been in touch since posting. We'll be here if you have any further questions or concerns should you need.