Upgraded but not happy

[gillhoose]

I’ve just upgraded to a volt package from an oomph package and I’m not happy with it. The free Netflix has taken 5 days to come through and my speeds are exactly the same as I had with my oomph package. Gig1 average speeds 250. M600 average speeds 250. Am I allowed to cancel this upgrade and go back to the package I was on. I hate it. I’m paying more money to get the same or worse service. 

[Jmellis]

Regarding your speeds, are they on a WiFi connection? If you are you using WiFi to run a speed test they are not accurate as it is based on the connection quality. If you run a speed test to the router hardwired I believe you would be pleasantly surprised 

[-tony-]

not sure if you can go back but a couple of questions

why have the costs increased - i thought volt was a free upgrade that doubled the speed so if you were on 600 that would take you to 1gig - but nothing is clear with VM especially offshore if they did the upgrade

how are you testing the speed - if its wifi then upgrading from 600 to 1gig may not give any increase on wifi - the speed is determined by your devices not the input speed - so if they are only capable of 250 then you would see no improvement - again going back to offshore that knowledge is way beyond them so they will promise you the earth to get a sale

[gillhoose]

No one has hard wired internet in their house these days. I’m not surprised at all because the speeds over wifi is rubbish with 2 boosters. 

[gillhoose]

I wasn’t first told that I couldn’t get the increase in speed by one advisor. 5 mins later another advisor told me I could but would cost me £10 more a month. They don’t have a clue what they are doing in virgin it’s quite clear. Anyway I don’t want the package anymore as is rubbish. I’m not gaining anything other than less money in my account. 

[gillhoose]

I don’t know what you mean by offshore

[Jmellis]

What he means by offshore is a non UK based call centre. 

Secondly have you had this discussion with customer care cause sometimes you know they are able to do something about the issues you experience. 

It's unfair to slate staff and make accusations and slate VM without speaking to the right department about this issues that people experience. 

[gillhoose]

I’ve been on to customer care for years about plenty of speed and contract issues. So regardless if YOU think it’s unfair I don’t. They do not communicate with each other and they all have a different answer to the same question. They have not helped me out at all. So I am well within my rights to say what I feel. 

[gillhoose]

Are you the virgin media police????

[Jmellis]

Of course you are just like I have the freedom to say you're being unreasonable taking all staff with the same brush, "I feel" your statement about VM is incorrect and I feel that this is not an accurate view of virgin media.....remember people reading this just cause one person has a poor experience does not mean that everyone else does so I can not stress the importance of speaking to virgin media about your issues so they can attempt to rectify the problems 😉