So I purchased the Ultimate Volt this April upgrading from the Ultimate Oopmh.
I currently have a Hub 5 router. I was told at the time the Hub 5 cannot activate the speed upgrade to Gig1 Fibre (I was on M600). I would need a Hub 4 sent out by Virgin Media to activate the upgrade which will be sent to me in June (as they were out of stock) and then send the Hub 4 back and connect up the Hub 5 again.
I rang Virgin today and was told by a very nice agent that I am only on M600, and to get the Gig1 fibre upgrade I would need to pay an extra £6/month.
I verbally agreed and signed a contract for a total price of £99 for the Ultimate Volt which included the Gig1 fibre, and now I'm being told the agent that sold me at that price was wrong and I would need to pay extra.
I of course disagreed and said they are breaking the terms of the contract.
The agent has now sent an email to the contracts team explaining that I agreed to that price for the Gig1 fibre upgrade, and it hopefully gets sorted.
Can someone explain what the heck is going on?
Answered! Go to Answer
welcome to virginmedia one say's one thing and the other says another especially when you talking to our oversea friends operators.we are still waiting after speaking to 6 different ops for an manager to call us back that's since january for some compo for our down time on all services and a missed apointment
Thanks for posting on our community forums. We do apologise regarding the confusion over your current package and what was advised about you upgrading.
So, we can see what has happened on your account and what was agreed, I will pop you over a private message to take some details so we can investigate this further for you.
Please click on the purple envelope to accept the chat.
Kind regards Jodi.
Just an update for anyone following this:
Virgin are still not honouring the contract I verbally signed including the Gig1 speed.
I have been quoted 2 different prices if I wish to upgrade to Gig1, by 2 different agents.
I was already on M600 when I upgraded to the Volt Ultimate, so I should have the free boost to my internet to the next available package. Which again is not being honoured and I'm told I need to pay for the upgrade.
Will update if anything changes.
Perfect! I'm glad we were able to sort out all the issues one by one 🙂
It has been a pleasure assisting you, always feel free to reach out to us whenever and wherever.
Enjoy your Sunday evening.