Hi, does anyone know how to reach someone at Virgin Media who is able to fix a problem with my new upgrade to Gig1. I have the Hub 5, but I was on the M350 plan as 50 Mbps up wasn't worth the extra money for Gig1. Now that it's (supposed to be) 100 Mbps, I decided it was worth it so upgraded, and got an email yesterday that my upgrade was complete (why this isn't instant is another story, given pushing a new modem config should be highly automatable...).
However, they didn't upgrade me to the _current_ advertised Gig1 plan, but rather to the old one, with 50 Mbps (provisioning is 55000270 bps, or about 52 Mbps) upload. I have power cycled the modem several times, including this morning, in case there was some automation that pushed the correct profile after it was initially incorrectly provisioned, but no luck.
I called their customer service, and after the difficulty of getting through I got to someone who didn't know anything about the one thing Virgin Media sells - DOCSIS cable internet! She tried to blame my speeds on my using modem mode, on it being the day before it was meant to be active on the new plan (nevermind that I had an email plan changes were complete), and finally that "speeds aren't guaranteed."
I fully understand speeds aren't guaranteed, but there's a difference between speeds not being guaranteed and literally provisioning the modem with a cap at half of the advertised speed. She simply did not understand this, or why that's different. Well, it's different because it's false advertising to claim it would ever be possible to reach the stated speed if you cap the modem at half the speed you state 🙂
So, I'm hoping you, my fellow Virgin Media customers, have any hints or secrets for how to reach someone at Virgin Media who understands that "not guaranteed" does not mean you can provision the modem with the speed capped at half of the "up to" in the contract; and can then get their tech team to provision this correctly 🙂
I've already opened a complaint, but I don't know how long that will take to process - or even if it will just also go to someone who believes that "up to" means it's okay to provision the modem for half the speed sold. Any other routes I should try? Thanks so much if anyone knows of a contact that's been helpful for getting their modem provisioned to allow the speeds advertised for the plan they were sold.
