Virgin Media Volt Speed Boost Activation

[GlynF1]

Hello,

I had Virgin Media full fibre installed two weeks ago today.

I was already an O2 customer, and the Volt benefits activated on my O2 account within 4 days or so of the Virgin installation.

However, the Virgin speed boost doesn't seem to have been applied as yet. I read that it should happen within 14 days (presumably from the installation date) - which we are now at.

Is there anything I need to do in order to get the boost activated?

Many thanks,

Glyn

[Beth_G]

Hi Glyn

Thanks for your post, welcome to the forums 😊

We're sorry to hear that your Volt benefits have not yet been applied to the cable side of your services. This is usually an easy fix, so nothing to worry about.

I've dropped you a private message so I can take your details and help you with this.

[GlynF1]

An update a month on..

The problem still isn't solved - still getting M250 speeds even though my account is boosted to Volt 350.

I've had several unproductive calls to the "specialist Hub5x team" - clueless.

I've had an engineer visit which was booked for tomorrow cancelled without being informed (apparently there was an issue in my area which has been resolved, so the appointment was automatically cancelled. It was unrelated to the issue I have, and I now have to wait a further two weeks for a weekend appointment).

I have logged a formal complaint a week and a half ago, but have had no response so far.

Not impressed...

[Martin_N]

Hi GlynF1,

Thank you for keeping us updated. We're sorry to hear you're still having that issue. 

How has the service been since your post?

^Martin

[GlynF1]

Hi Martin_N,

It's still the same.

I've been getting around 270Mbps since installation - no increase at all when the boost was applied.

I think either someone needs to log an IT ticket (the 5x specialist team supposedly did this, but all they did was monitor the line for a couple of days - nothing further came of it), or swap the Hub (not sure if that will resolve it though).

Something really needs to change with the support for Hub 5x customers. The specialist team don't seem to have a clue - the solutions they offered were WiFi pods (not going to help with line speed into the hub!) and upgrading to a higher package (just ridiculous and shows their lack of understanding of the problem).

Hub 5x customers pay the same as legacy customers, but in my experience receive limited support - the community staff, X, WhatsApp and live chat teams can't help. 

[Robert_P]

We understand the frustration and are sorry to hear the issue hasn't been resolved, as it is a Hub 5x it is a specialised team that supports with this and you would need to contact them via either 150 from a Virgin Media landline or 0345 454 1111 option 1 from any other line.

Rob