on 23-12-2021 19:27
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
Answered! Go to Answer
on 26-12-2021 19:25
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.
on 23-12-2021 19:31
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 |
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 |
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 |
on 23-12-2021 19:33
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 |
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 |
33 | 96 | 4K | 1880 | QAM4096 | 759 |
33 | Locked | 39 | 7.6 | 41411611 | 0 |
on 23-12-2021 19:34
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | cmreg-vmdg640-bbt053-b.cm |
SFID | 380 |
Max Traffic Rate | 575000000 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 379 |
Max Traffic Rate | 38520000 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
on 25-12-2021 10:47
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!
26-12-2021 11:05 - edited 26-12-2021 11:07
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.
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on 26-12-2021 14:33
The account names are exactly the same on both o2 and virgin media
on 26-12-2021 15:01
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
on 26-12-2021 18:39
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.
on 26-12-2021 19:25
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.