Account Upgrade from M250 to M500 Volt speed boost to 1 Gig not applied

[sonax04]

Hi

I did have the M250 plan currently boosted to the Volt speed boost M350. I upgraded last week to the M500 plan and told this would be boosted to the 1 Gig. O2 is still showing you’re all set for supercharged benefits.
The M500 only took 24 hrs to be applied, how long does Virgin normally take to do the volt speed boost?

Many Thanks,

Neil

[JTC652 · Accepted solution]

The Volt applied boost will not less than 14 days from when you upgraded!

I did write a post on this sometime ago as I felt that it was an unfair practice that you would not receive the service boost until you were outside the 14 day cooling off period. 

It was a little different for me as they promised a speed uplift (m500 from m350) if I took a new number from O2, I then discovered that these incentives do not get applied until 14 days later. I also discovered that you don’t get synchronous upload on Volt contracts, which was the deal breaker for me. 

[Adduxi]

You only get synchronous upload with 1 & 2GB XGS-PON (Nextfibre areas) and even then it's an additional cost.

[sonax04]

Thanks for the  response, this was my concern with virgin media as this would take me past the 14 days cooling-off period. just spoke to customer service and the lady did not have a clue about the speedboost. I had to refer her to virgin media own web page. now they are saying you only get the speedboost once. looks like I will have to wait and see.

[JTC652]

You are incorrect, in XGS-PON areas synchronous upload is available on any level of service, as detailed in VMs own press release. 

[Kath_P]

Hi sonax04, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're waiting on a Volt speed boost. These boosts are only applied once. If you've had a boost previously and are already on a Volt speed before upgrading, then you would not be boosted any further. 

Many thanks, 

[sonax04]

Thanks for your reply but I'm yet to find anything about it been a one time boost, I have been through the terms and conditions and their web sites. when I signed up for another 18 months I asked this question with virgin media retentions and was told as long as i keep my O2 and virgin it would be boosted to the next level.

This is a copy for virgin terms Volt benefits: Volt benefits available if you have or sign up to both an eligible Virgin Media broadband service and an eligible O2 Pay Monthly tariff. Excludes Essential broadband customers. Volt benefits include (1) Virgin Media broadband speed boost to the next available level (up to a max of 1Gbps download speed) available to you in at the point you place your order.

Neil

[Matthew_ML]

Hey sonax04, thank you for reaching out and I am sorry to hear about eh confusion over the VOLT speed upgrade.

I can confirm this is one time only boost.

For example lets say in 2024 you had this speed boost and the in 2025 you upgraded you wouldn't get the speed boost again this time around.

All the other benefits stay the same but the speed boost is a one time offer sorry.

[sonax04]

thanks for the reply 

So what you are saying is retentions department lied to me, knowing I would have to wait past the 14 days cooling off period and now I cannot cancel without been charged a early early disconnection fees, But no one has shown me anything in writing that this is a one time offer. This would need to be shown in the terms and conditions. And why has O2 double my data as both contracts ran out at the same time 20GB Data allowance Expires 06 Feb 2025. Volt 20GB Bonus data Expires 06 Feb 2025. So what happens when I leave and come back 2 months later as a new customer.

[Sabrina_B]

Thanks for the reply, what you are referring to in your opening response is not what is being said. For us to look further into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina