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Upgraded to gig1 and not applied

LoneSpeaker
Superfast

on ‎25-10-2022 10:55

Yesterday I upgraded via online chat my broadband from M600 to Gig1.  I received a new contract via email but so far the upgrade hasn't been applied.  I tried chatting to someone online today and I don't think they understood the issue and fobbed me off.

Any chance someone from virgin can look into this for me please?

 

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7 REPLIES 7

unisoft
Well-informed

on ‎25-10-2022 13:27

@LoneSpeaker wrote:

Yesterday I upgraded via online chat my broadband from M600 to Gig1.  I received a new contract via email but so far the upgrade hasn't been applied.  I tried chatting to someone online today and I don't think they understood the issue and fobbed me off.

Any chance someone from virgin can look into this for me please?

 

Have you rebooted the HUB today to pick up a profile change? You didn't say that's all.
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LoneSpeaker
Superfast
In response to unisoft

on ‎25-10-2022 16:27

Yeah I have rebooted several times.
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jbrennand
Very Insightful Person
Very Insightful Person
In response to LoneSpeaker

on ‎25-10-2022 16:41

How do you know the update hasnt been applied (genuine question)? Wifi speeds may well not change much at all - what are ethernet cable connected devices reporting?

Any change will be evident in the Hub settings configuration data.

You could try a 60 second pinhole reset and se if that changes things

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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LoneSpeaker
Superfast
In response to jbrennand

on ‎25-10-2022 18:19

I know because the network configuration in the router settings says I am still on my old 600mbit profile.

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jbrennand
Very Insightful Person
Very Insightful Person
In response to LoneSpeaker

on ‎25-10-2022 18:33

@LoneSpeaker wrote:

I know because the network configuration in the router settings says I am still on my old 600mbit profile.

Case proven 👍

Try the pinhole reset and see if that forces the update through.  If not call in and ask them to send it again


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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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LoneSpeaker
Superfast
In response to jbrennand

on ‎26-10-2022 09:56

The pinhole option didn't work unfortunately.  

I did ring retentions and a great guy there sorted the issue out for me.  There was no record of my upgrade even though I had a new contract.  He put through a new order for me at the same price and now I have 1 gig working.  Also, I received an email about netflix which I've been waiting since May for, so all in all a great call today,

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LoneSpeaker
Superfast
In response to LoneSpeaker

on ‎26-10-2022 10:45

@LoneSpeaker wrote:

Also, I received an email about netflix which I've been waiting since May for, so all in all a great call today,

Typical, 90 min after I successfully setup netflix for virgin to pay, netflix has reverted to my previous payment method.

Wouldn't surprise me if the 1gig reverts to 600 next

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