Virgin Media Community

[mjina]

I upgraded to the Ultimate Volt Bundle after an offer from Virgin  which I am pleased and booked an install date of 14th February. However upon receiving the contract it states I am getting Superhub 3 instead of Superhub 5  and also noticed it’s only 600 Mbs Broadband speed instead of the 1gig which I thought was standard with the Ultimate Volt bundle or do Ultimate Volt packages come in different flavours ie different speeds ? I’m not too bothered about the broadband speed ( although I should get the 1gig as advertised if it’s for Ultimate Volt bundle ) but I would like to get Superhub 5 for Wi-Fi 6. Is there any possibility to fulfil this request for a faithful customer who’s been with virgin for over 40 years.

Also the bolt on sim o2 contract  with Virgin Ultimate Volt bundle states it’s unlimited data , unlimited mins and text however it’s only saying 250gb per month on my o2 app,  I’ve rung o2 and they confirmed what I said and made a note and advised to check on my first bill for any changes but I’ve already checked my first bill and it still states 250gb , how do I getting it updated ie do I ring Virgin or o2 as I’m going in circles.

Mo.

[newapollo]

Hi Mo,

What speed does it say is available when you use the following link?

https://www.virginmedia.com/broadband/postcode-checker 

It's possible that the Gig1 and M600 speeds aren't available in  your area due  to either the local network or capacity issues.

Info below from https://www.virginmedia.com/broadband/packages 

The Legal Stuff > Offers section

Ultimate Volt: Maxit TV, Sky Cinema and Sky Sports (both in HD), Gig1 Fibre Broadband (average download speed 1136Mbps) (available with M350, M500 Fibre Broadband or M600 Fibre Broadband where Gig1 is not available, check availability here [Virgin Media Shop])

There have been a few posts saying that the sim card is only showing 250gb per month but it does get increased to unlimited once the volt benefits kick in.

The following staff  <<< highlighted post >>>  says

When taking out Ultimate Volt, you may be provided with a 250GB SIM Card, this should then be "supercharged" to Unlimited through the Volt Benefits that come as part of the package.

If your MyO2 app is showing the 250GB limit rather than "Unlimited", please call O2 Customer Services directly on 0344 809 0202 (or 202 from an O2 handset), so they can look into this further for you.

[Dinger]

My O2 said 250gb when I first saw it, Now showing unlimited

[mjina]

Hi Newapollo,

I tried the link to check the speed available in my area but unfortunately I could only get past as far as my postcode and address then it redirected me to log into my virgin account as it’s said I’m already have services at this address ( so I really can’t check the speed available for my area ) and as for the O2 sim issue I will add my gift on the 1st of February  to start the Disney offer for 6 months and I am sure it will get updated to unlimited data on my o2 app as other ppl have the same issues and if not will query with o2 .

Thanks for the reply though.

Mo

[newapollo]

Hi again Mo,

try a different house number to your own when using the post code checker

It should work, but if necessary try a different browser or incognito window

[mjina]

Hi Newapollo

…..update…..managed to find out speed broadband supports in my postcode area and happy to report back , it can do 1gig…so still don’t know why they wont give out Hub5 and 1gig broadband speed. May need to contact them for a reason why?

Mo

[newapollo · Accepted solution]

Hii again Mo,

I know there has been a shortage of hub 5's, possibly that's also the case with hub 4's as well now, although I haven't seen anything to that effect.

If that where the case and VM supplied you with a hub 3 then the speed reduction would be because the hub 3 can't support the Gig1 speed.

If that were the case though I would have expected VM to explain that was the reason.why. I would have also expected that if that were the case that you would be able to upgrade to the Gig1 once the hubs became available again.

A member of staff should pick this up for you in a day or two and check, however they don't have the systems to perform regrades. ( the order might need putting through again)

I think it may be best to speak to either regrades (150 from a VM landline or mobile) or sales 0800 052 0422

[mjina]

Ok no worries and thanks.

Mo

[Akua_A]

Hi @mjina,

Welcome back to our community forums and sorry to hear you are having issues with your bundle in regards to the speeds and the hub type. We can understand the frustration caused and we want to help. I can see you recently contacted our team to discuss this and that a resolution was given. Do you need any further help regarding this?

Thanks,

[mjina]

Hi Akua,

I might need further assistance if the issue is not resolved as the install date for the engineer which is booked in to be done on Wednesday 14th February 2023  for v6 360 + mini box and hub 3 ( earliest date eng was available ).

I did speak to a very helpful lady at Virgin customer service who assured me the broadband boost to 1 gig and to replace hub 3 to hub 5 will be sent via post after the installation ( she going to ring me on Friday , 2 days after install ) but wouldn’t it be cost effective if the engineer brings the hub 5 with him on the install date instead of hub 3, is this something you can arrange for install date? She also commented she was unable to update the original contract at her end due to technical reason.

Regards Mo