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XGS-PON Gig1 Symmetrical upload - Complaint

SaltKing
Tuning in

Into our second week of trying to get this added to our new account and the help desk are sadly just playing ping pong and nothing get resolved.

I've raised a complaint and just got a reply back stating "you are on 1gb XGS-PON - thank you - closed"

I have a copy of my contact which shows the "Addon" for £6 but now we are live the VM account doesn't show this, trying to get added is an absolute nightmare, who can assist? the helpdesk is pointless, as cant send screenshot of my contract and the webmail doesn't allow attachments.


2 REPLIES 2

Tudor
Very Insightful Person
Very Insightful Person

Only a VM staff member can help you. It can be 2 or 3 days before they get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

lemon13
Tuning in

In case it helps, when they eventually did mine I got this:

Your new package now includes:
Broadband: Gig1 Full Fibre Broadband. - Discount - Upload speed add-on
We've removed:

Broadband: Gig1 Full Fibre Broadband

 

Someone (customer) on here had theorised that maybe you need a billing cycle with no changes (I.e., not until after your first bill has been paid) before VMs systems allow them to add it. Don’t know how true that is but mine was finally also added after my first bill was paid..