Virgin Media / O2 are impossible to deal with - 6 weeks late still can't get Volt nor working wifi

[Madelvic]

I am so cheesed off with VM and 02

I have two homes; one in Edinburgh, one in Newcastle; both with VM broadband

I have two O2 PAYG phones, both registered to Edinburgh

O2 will NOT let me move one of the phones to the Newcastle address.  They can only move both

I cannot buy a new O2 SIM for Newcastle as my bank details are not registered there

I get hardly any wifi in the Kitchen in a tiny flat in Newcastle and NO wifi in the hallway (meaning the Nest doorbell I bought won't work)

I've wasted HOURS so far trying to resolve this and no progress whatsoever

So much for double speeds, free pods, guaranteed wifi.  

What irritates me is I can't be the only person in this situation?  How can O2 not split accounts (do couples not separate ever?).  Why can't Virgin live up to their promise of decent wifi?

I've had endless issues with VM in Edinburgh and feared the same would happen with the new account.  Sadly its all coming true

HELP!

[Matthew_ML]

Hey Madelvic, thank you for reaching out and I am so sorry to hear about this.

Our WIFI pods are free with VOLT, to qualify you just need both accounts registered under the same address.

Are they both registered under the same address you are trying to pods for?

[Madelvic]

Matt can I therefore move the Newcastle account to be registered alongside the original Edinburgh account?

I thought to get Volt benefits I’d have to move one of the phone contracts to Newcastle (as they are both Edinburgh)

[Madelvic]

Previously this seemed to be the only way to get any kind of support from VM (I've experienced shockingly bad wifi in Edinburgh, resolved after much hassle) but no longer.  I've raised a formal complaint and will be cancelling my contact close of business Tue 23rd if issues not resolved, seeking a full refund.  Complaint C-1907241141

[Alex_RM]

Hi Madelvic,

This isn't something we can help with from here, but O2 may be able to update the address. 

You would need to contact them directly, either via Twitter or you can find contact details here

Alex_Rm

[Madelvic]

Alex

I've ended up with two threads running (one had gone quiet so started another). Fixing O2 billing is a means to an end - the WIFI is UNUSABLE.  I'm hoping free pods will fix the issue but I'm not paying VM a penny more to get a working solution.   Looks like ALL the effort has to be on my part to get things fixed, and no support from VM.  So much for guaranteed wifi and £100 credit if it doesn't work.  My initial post states as much - did you bother to read it?

[Daniel_Et]

Hi @Madelvic, thank you for your response. We're sorry to hear you feel this way 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel