Low Upload and no option to use Volt upgrade

[tB1ZLE]

Hi all,

New customer today,

I was wondering if you could help me. I have had my new m500 package installed today but I am having a couple of issues that I need some help with. 

My download speed is great. Receiving 500 as expected.  

My upload is only getting 14mb on average. I was expecting more like 30+? 

----------------------

I would like to use VOLT to upgrade to the next speed level. I have both and o2 pay monthly sim contract and the m500 package. However when I go onto the o2 website to activate volt I get the following message:

"Already got Virgin Media at your address, but it's not in your name? You're not eligible for Volt benefits right now, but we're changing this soon. Keep an eye on My O2 and read our Volt FAQs for more information."

I have both accounts setup in my name so this is not the reason for not being able to activate the volt speed upgrade. 

-------------

Bill issue. 

I signed up using an offer which stated the activation fee would be free however I have been charged £35 for this on my account. 

I would appreciate some help with all of these problems. I will post router stats in next post. 

Regards, 

Tom

[tB1ZLE]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

Refresh data

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300000	36.3	5120 KSym/sec	64QAM	1
2	46200000	36.5	5120 KSym/sec	64QAM	3
3	53700000	36.3	5120 KSym/sec	64QAM	2
4	39400000	36.5	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	1
3	US_TYPE_STDMA	0	0	0	1
4	US_TYPE_STDMA	0	0	0	0

[tB1ZLE]

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	331000000	5.8	35.8	QAM256	25
1	139000000	7.4	35.8	QAM256	1
2	147000000	7.2	35.8	QAM256	2
3	155000000	7.1	35.6	QAM256	3
4	163000000	7.2	35.8	QAM256	4
5	171000000	7.2	35.6	QAM256	5
6	179000000	7.2	35.8	QAM256	6
7	187000000	7.3	35.8	QAM256	7
8	195000000	7.4	36.4	QAM256	8
9	203000000	7.5	36.4	QAM256	9
10	211000000	7.6	36.4	QAM256	10
11	219000000	7.6	36.4	QAM256	11
12	227000000	7.5	36.4	QAM256	12
13	235000000	7.5	36.4	QAM256	13
14	243000000	7.6	36.6	QAM256	14
15	251000000	7.3	35.8	QAM256	15
16	259000000	7.5	36.4	QAM256	16
17	267000000	7.2	36.4	QAM256	17
18	275000000	7	36.4	QAM256	18
19	283000000	6.8	36.4	QAM256	19
20	291000000	6.7	36.4	QAM256	20
21	299000000	7	36.4	QAM256	21
22	307000000	6.8	36.6	QAM256	22
23	315000000	6.4	35.8	QAM256	23
24	323000000	6	36.4	QAM256	24
26	339000000	6	36.4	QAM256	26
27	347000000	6.3	36.4	QAM256	27
28	355000000	6.3	36	QAM256	28
29	363000000	6.4	36.4	QAM256	29
30	371000000	6.5	36.4	QAM256	30
31	379000000	6.4	36.4	QAM256	31

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25	Locked	35.779911	0	0
1	Locked	35.779911	0	0
2	Locked	35.779911	0	0
3	Locked	35.595078	0	0
4	Locked	35.779911	0	0
5	Locked	35.595078	0	0
6	Locked	35.779911	0	0
7	Locked	35.779911	0	0
8	Locked	36.386890	0	0
9	Locked	36.386890	0	0
10	Locked	36.386890	0	0
11	Locked	36.386890	0	0
12	Locked	36.386890	0	0
13	Locked	36.386890	0	0
14	Locked	36.609653	0	0
15	Locked	35.779911	0	0
16	Locked	36.386890	0	0
17	Locked	36.386890	0	0
18	Locked	36.386890	0	0
19	Locked	36.386890	0	0
20	Locked	36.386890	0	0
21	Locked	36.386890	0	0
22	Locked	36.609653	0	0
23	Locked	35.779911	0	0
24	Locked	36.386890	0	0
26	Locked	36.386890	0	0
27	Locked	36.386890	0	0
28	Locked	35.972961	0	0
29	Locked	36.386890	0	0
30	Locked	36.386890	0	0
31	Locked	36.386890	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

39

7.6

41411611

0

[tB1ZLE]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt053-b.cm

Primary Downstream Service Flow

SFID	380
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	379
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

Refresh data

[tB1ZLE]

upload and lag now fixed with a reset of the router. 

However I am still unable to upgrade using VOLT. Can somebody please help me with this. I have just spent 3 hours on webchat being passed around the same cycle of talking to a BOT then then being told im in a que for a customer service agent, then being past back too the bot again. Very frustrating start to being a virgin media customer! 

[Adduxi]

For the VOLT upgrade the users accounts have to be EXACTLY the same, name, address etc. AFAIK any slight differences will be flagged as two different users.

You are configured for 30mb upload, so how are you testing?  VM do not guarantee any wifi speeds, so tests have to be done wired directly to the Hub with a known good Cat 6a cable.

[tB1ZLE]

The account names are exactly the same on both o2 and virgin media 

[tB1ZLE]

my upload issue was resolved with a router restart. My volt issue still exists. Customer name is identical on both and address is the same. Only difference i can see is that for some reason the postcode is listed twice on my virgin media bill. I cant seem to see anywhere that I can edit the address though 

[tB1ZLE]

I managed to speak to somebody on the live chat and they informed me that if I was to apply volt to my package I would have to spend an extra £26 per month.

I thought VOLT was a free upgrade on any contract? They are saying that because i bought my contract in a black friday deal that I cannot use the VOLT upgrade. 

[newapollo · Accepted solution]

That sounds like rubbish.

Have you tried via the O2 website?

Scroll down the page on the following link https://www.o2.co.uk/virgin-media-o2 

and then click on the Go to My O2 button

Info from the above page:-

Who can get Volt benefits?

To get your Volt benefits, you need to be a customer of both O2 mobile and Virgin Media broadband. If you're an existing Pay Monthly customer of O2, you'll need to get broadband from Virgin Media. Or, if you're already a Virgin Media broadband customer, you'll also need to get a Pay Monthly mobile with O2.

Already got both O2 mobile and Virgin Media Broadband? You can check your eligibility and activate your benefits in My O2. Your O2 Pay Monthly mobile plan must be registered in the same name and address as your Virgin Media Broadband.

Please be aware that your O2 Pay Monthly mobile plan and Virgin Media broadband accounts must be registered with the same name and address. If your name is spelled differently then you may not receive the correct offer. If you think that everything’s correct but you haven’t been able to activate your Volt benefits, then please get in touch by calling 202 from your O2 mobile.

Benefits will be applied to every mobile device on your O2 account excluding smartwatches.