Speed upgrade

[mick6390]

I received a email in the middle of September from vm saying I should have got a speed update on my broadband as I had joined o2 and that they will be applying this on the 1st October. this has not happened is this due to me starting a new contract with vm for broadband only after cancelling my TV and phone?

Allso is it normal to have to restart my Internet 2 or 3 times a week due to low speed when it's set to modem mode

[Matthew_ML]

Hey mick6390, thank you for reaching out and I am sorry to hear about your speed problem.

The way Volt works is you can upgrade for a free speed boost, if you change your package and upgraded the Broadband we wouldn't up the speed again for free.

Please can you let me know if you are using any 3rd party equipment whilst in modem mode? Thanks 

[Harley2017]

I upgraded my package to ultimate volt last month and haven’t had any upgrade in speed! VM are advertising ultimate volt with hub 5 and 1gb…. I thought that was what I was going to get but it’s still the same as I had with Ultimate Oomph!!!!

[mick6390]

thanks Matt for the reply just to clarify about the volt is I never had a speed boost . I canceled my vm account at the end of august as I had been told that I could not remove the tv and phone from the package i was on. The retention then team contacted me and sorted out a new 18 month contract for the same  broadband package without the tv and land line this started October 1st .

I also changed my mobile to o2 at the beginning of September and received this email on the 10th

Hello,

Thanks again for joining Virgin Media and O2 – you’re now eligible for exclusive Volt benefits.

Our records show that your Virgin Media broadband speed boost couldn’t be applied when you signed up.

We’ll arrange to add your broadband speed boost to your account from [1/10/22] and will confirm when it’s live.

We’re sorry for the delay.

Kind regards,

The Virgin Media team

And about the problem im having about speed drops on my hub 2 box I have a tplink router connected to the hub due to poor wifi which isn't helped by the hub being installed behind the tv so i installed my own router in a bedroom and set up a wired and wifi network from there. when the speed drops resetting the tplink router does make a difference but resetting the hub 2 the speed goes back up

[mick6390]

*Reseting the tplink router does not make a difference

[Ayisha_B]

Hi @micj6390,

It can take upt0 14 days for the volt benefits to be activated.

In regards to the speed issue you are having, I've ran some checks and your power levels are out of specification. As such, I'll need to book a technician visit for you. 

Will pop you a PM now to confirm some details.

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Cheers 

[Ayisha_B · Accepted solution]

Thanks for confirming the requested details via PM @mick6390
I've booked a technician for you to come out and have a look into the issue with your power levels. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

[mick6390]

Thanks for the help with this Ayisha_B, all sorted now.

Engineer came out on Saturday and fit a new hub 5 which sorted out my speed drops.

Called vm customer services today and was told i needed to change my package to a volt package and they just needed my o2 number and there would be no extra cost. speed increased as I was speaking to them on the phone. reading the info about volt I thought as long as name and address on both accounts where the same the upgrades would be applied automatically, o2 did but virgin didn't, but it's all sorted now and thanks for your help again.