Upload Speed Add On

[DarrenHillman]

Please can someone help me.

I pay £33 a month for Virgin 500, but as I am an O2 customer I get that speed doubled  to 1000mb.

I have also added to my account upload speed add on which matches my upload speed to my download speed, this is costing me £6 a month...so all together my monthly package cost is £39.

The upload speed add on has not yet activated and I have phones virgin 3 times only to get told that the deal does not exist and I have made it up. If that's the case then why do I pay it.

Please can someone from virgin please sort my account out correctly

[Client62]

Getting VM to activate the 1000 Mb/s on the XGS-PON upstream
has repeatedly been a reported as very problematic.

The VM  moderators on this forum do not appear to have any competencies for the XGS-PON platform.
So you request for help may well fall on deaf ears. 

There is supposed to be a special VM team dedicated to XGS-PON but it is beyond VM a telco to provide a direct phone number to that team.   

[Molly_T]

Hi DarrenHillman 👋 Welcome to the community forum! Thanks for posting. 

Sorry to hear these concerns about your Broadband Speeds. We will need to confirm you have your O2 / VOLT benefits set up correctly on the account to start, with and also take a closer look at the account to see what's happening with any upload speed add on. If there's an issue and it needs to be raised to the XPON team we will help with this. 

We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Martyn]

Hey Molly, he already gets the volt benefits, the issue is with the symmetrical upload addon not being applied, which is possible as I had this done, and it was a great struggle to get sorted.

@DarrenHillman send an email to the ceo/exesutive team, it seems the only way to get things done in a decent time frame, the person who fixed this for me at the time was a "Knowledge Specialist" unsure if that means anything, 

I had a smilar the same issue, I started on 500/500, got it volted and they changed my package to 1000/100, not right is it, took so much time to get it finally added back on etc, but don't give up too much hope, it is possible! I too paid £39 for 1000/1000 but recently managed to get the 2gig for only £6 extra (mega deal) so pay £45 for 2000/2000 🙂

Good luck @DarrenHillman

[nrushforth]

@Martyn do you have the email for ceo/executive as I finally managed to add the upload speed addon to my account today but nothing has changed. Still on 1000/100. Rebooted Hub5x but no change. @DarrenHilllman did you have any joy with yours?

[Robert_P]

I will send you a Private Message nrushforth, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

[AshtagDOTuk]

Best of luck getting the add-on - i've been trying and failing since it got announced. I'm in an XGS-PON area and know it's available in my area because if I try to sign up as a new customer I get the option.

I've tried the complaint route (twice, including CEO/Executive Complaints) and not got anywhere - I just get lied to and told it's not available.

Incredibly frustrating - to the point i'm even contemplating paying the early termination and moving to an Openreach FTTP now it's available in my area (I hear EE may offer a rebate to buy out contracts).

[nrushforth]

Hi

I managed to get it added via web chat and explained I wanted the Upload Speed Addon applied to my account. They appeared to be aware of it after I explained what it was. Try again and you may have more success.