VM Volt benefits not applied

[KaZuK]

Hello,

I was an existing VM customer and switched my phone to an O2 contract 6 weeks ago to get the volt benefits. The O2 Volt benefits applied after 4 weeks (2 weeks ago), but I'm still waiting for the Virgin Media speed boost from 200mb to 350mb.

I see other people have had a similar issue to me and have had their accounts looked into, so is someone able to help?

Cheers.

[fizz]

mine did not show or activate until my new hub arrived and I reached my monthly bill date

[Carley_S]

Hi @KaZuK

Welcome to the community forums. 

Sorry to hear that your Volt benefits have not been added yet. Can you confirm how you signed up to the Volt benefits? 

You'll also need to ensure that both your O2 and Virgin Media account have the same account holder and address for the benefits to be applied. 

[KaZuK]

I signed up for the Volt benefits by taking out a valid sim only O2 contract (while being an existing VM customer).

https://www.virginmedia.com/virgin-media-o2

I followed this link and clicked "I'm a Virgin Media customer" then "Add an O2 Pay Monthly sim".

My O2 Volt benefits were applied to my account 4 weeks after taking out the new sim. I'm still waiting for Virgin Media to boost me up to the next broadband bracket. Name and address are the same on both O2 and VM accounts (otherwise O2 wouldn't have applied my volt benefits).

[Megan_L]

Hi KaZuK,

Thanks for using the forums to get this issue with your VOLT Benefits looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. 

Thank you for confirming that your name and address are the same on both your O2 & Virgin Media accounts. 

I'll send you a PM now so we can look into this a little closer. 

Speak soon!

Thanks,

Megan_L

[Megan_L]

Hi KaZuK,

Thanks for chatting with me in our PM and sticking with me through all those questions! 

I have been able to raise the VOLT benefits form for you and it's a case of waiting for them to apply them now. 

As I mentioned in our PM, I'll reach out to you in the next few days to check on how things are going. 

Speak to you again soon.

Megan_L

[KaZuK]

It looks like my speed upgrade has gone through now. Still waiting for it to be reflected on my Virgin Media account, but guessing that will go through in a couple days.

I received an email from VM saying my volt benefits had been applied today and my internet dropped out for 10 minutes. When my net came up, the speed was the same, but after finishing work a few hours later, I could see my upload had increased, so I gave my router a restart and then could see the download had gone up to the next bracket, so it looks better now.

Thanks for the help. As for why this wasn't automatically applied, not really sure. There was an abbreviation on my first name on one of the accounts, so maybe it was to do with that, or that I changed the O2 address after initially setting up the account. Either way, it's working now.

[itathome]

My son has Volt benefits applied to his 02 account, which is registered at the same address as my Virgin Media Broadband account, but I don't yet have the Volt benefits on my Broadband. He is not on my Virgin Media account as he's with O2 (but addresses should be the same)

I can still get double speed broadband, right? What do I have to do to get this activated, please?

[enlli]

Whatever they say about the account holders and address being the same it is only the address that now matters. The need to be the same account holder name was done away with some time back.

[Harley2017]

I took out a new contract last month…I was on the Ultimate Oomph package and now on Ultimate Volt package….Netflix still missing (IT looking into this) Had problem s with the O2 transferring but now resolved….No increase in broadband speed as advertised. I have enquired about this but still waiting…Thanks