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Oomph upgrade not applied to broadband

Hi - I recently started service with the Bigger bundle, but about 3 weeks ago decided to upgrade it to Bigger Oomph which should provide M200. Virgin Mobile have sent me out the SIM and that's active, but it appears M200 hasn't been applied to my broadband service as I'm still getting the M100 speeds of my initial contract.

Last week I asked SMS chat about this and they directed me to call in, implying an order had not been actioned but they were unable to make the change themselves - upon calling in, on Saturday the 3rd of August, I was told that the change would apply within 24 hours. This doesn't appear to have happened, and my suspicion is that the relevant configuration change hasn't actually been applied to make it happen.

'My Package' in My Virgin Media claims that I have M200 - but 'view contract' under billing still claims I have M100. I've rebooted it, but I believe the Hub 3 is still indicating a configuration for M100:

Primary Downstream Service Flow

SFID984
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID983
Max Traffic Rate6300047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

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Re: Oomph upgrade not applied to broadband


Primary Downstream Service Flow
SFID 10423
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 14986
Max Traffic Rate 630047 [Currently showing 6300047] Is there a bug in the reporting?
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Yes you are like me 100Mb service.

 

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Re: Oomph upgrade not applied to broadband

**Deleted**  Was suggesting that you try a reboot but I see you've done that already!

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Re: Oomph upgrade not applied to broadband

I had previously only rebooted by power cycling - just to be sure, I've now tried a full factory reset on the Hub 3 too, but the configuration appears to still be M100.

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Re: Oomph upgrade not applied to broadband

Today I've received a contract change email which seems to imply that I'm somehow now being charged for both M100 and M200? The monthly service charge is listed at £80.75 for the 12-month introductory period, whereas I agreed to a new monthly service charge of £70/month for the upgrade, as was the bundle price of Bigger Oomph + Movies at the time.

https://i.imgur.com/o8oUliE.png

Rebooted the Hub again, but the service I'm getting appears to still actually be M100.

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Re: Oomph upgrade not applied to broadband

Hi Andrew,

 

Thank you for reaching out to us in our community, I am sorry to hear there is some confusion around your service charges and package.

 

When you upgrade it is usually done on a 30 day notice, the services change after this period, the billing side usually shows both as one is charged on a pro rate basis and the other is credited back for the period you haven't used.

 

Have you spoken to the team to get an understanding of this?

 

Kind regards

 

Paul.

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Re: Oomph upgrade not applied to broadband

Hello,

I have since received a bill which is for the pre-upgrade price of my package, so am satisfied at this stage that I'm not being overcharged, at least. Indeed, as I actually have and am actively using the Oomph SIM, it would appear I am now being undercharged?

32 days have now passed since I initially requested the upgrade (I was not informed of a notice period during the live chat in which I upgraded), but it appears I continue to have M100 - indeed, My Virgin Media is now actually indicating M100 as my current broadband speed again.

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Re: Oomph upgrade not applied to broadband

Hello andrew_0

Sorry to hear this 

What price are you currently paying and what price were you quoted for the package?

Sounds like the order may have been entered incorrectly if you have been using the Sim Card as we do use different billing systems for Cable and Mobile 

Gareth_L

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Re: Oomph upgrade not applied to broadband

Hi,

I'm currently paying £62/month, which was the 12-month introductory price of Bigger + Movies at the time I initially signed up. I was quoted and accepted an introductory price of £70/month over live chat to change this to Bigger Oomph + Movies.

My latest bill from Media claims to be billing me for 'Bigger bundle + Movies' and as such makes no reference to the SIM - whereas my latest bill from Mobile is for £0 and refers me to my Media bill.

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Re: Oomph upgrade not applied to broadband

Would you be able to give the Team a call andrew_0

Sadly we don't deal with package changes on our forums 

Gareth_L

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