Back in April 2022, my old Virgin media contract was due for renewal. I was sold a new 'all singing all dancing Volt 1G broadband package with 'everything' plus O2 SIM). But I was told they were having a supply chain issue with the new 1G modem, therefore, I will get the free upgrade to 1G later, in a few weeks' time, when the 1G modem is available. When I received the contract, I noticed it only stated M600 speed, not 1G. So I called them back and complained. I was assured that I will get the free upgrade to 1G as soon as the modem is available in a few weeks' time. I was told 'you are paying the most expensive package, don't worry, you will get the free upgrade soon'. I said 'where is the proof?', I was told, 'don't worry, it's all in the notes'.
After waiting for a few months, still no free upgrade. So I rang Virgin Media today. I was shocked to learn that if I want to upgrade to 1G, I will need to pay extra. I explained this was promised to me that I will get the free 1G upgrade when the modem is available, go and check the notes. They said, 'I can see the notes says you can get a free 1G modem, but I can't send you the new modem until you pay to upgrade to the 1G package!' - What's the point to have a 1G modem without the speed that comes with it. This is just ridiculous. As I was clearly told I meant to get the 1G package with the 1G modem, but they couldn't sign me up to the 1G package due to supply chain issue. I trusted them that the agreement is 'in the notes'. But now, they are saying different things, completely breaking their promise and trust.
Has anyone experienced the same issue? If yes, did you get this resolved? And how?
