Upgraded to M250 for £39 and was told I would be Volt boosted to M350

[Kal_95]

Hi there, 

Hopefully posting in the right place. I recently (Thu, Sep 21) contacted virgin via webchat to see about getting my speed upgraded. After a quick chat I was offered the M250 package for £39, nowhere was it mentioned that this would be Volt M250. I asked if I would be volt boosted to M350 as I'm an O2 customer and was previously on M50 Volt boosted to M125 before this, and was assured that if I upgraded to M250 I would be boosted to M350. I will provide a screenshot of this part of the transcript I saved below:

Around a day after this I noticed my account had the M250 Volt boost applied and not M350 volt boost as I was told in the webchat which you can see attached below, I immediately contacted support via whatsapp and was told this deal wasn't possible and I would have to pay £49 a month for M350 which I immediately declined on the basis that I had been missold the package and asked to put a complaint in.

I have just checked and my complaint has been closed without any comment so I'm not sure what to do and I am hoping I can get help here, I'd rather not wait 8 weeks to put a complaint in to the ombudsman, I just want my Volt boost to M350 as I was promised originally in the web chat. The reference number for my complaint if it helps is C-2509231219.

Thanks.

[Kal_95 · Accepted solution]

This has now been resolved after talking to web chat again so disregard/close, thank you.