Volt Benefit - broadband speed not upgraded

[PaulG7]

I have renewed my contract on a new deal a few weeks back, and also have a separate O2 account which I have linked with VM for the Volt benefit of increased broadband speed.

The Volt benefits have been applied to my O2 account, but not to my Virgin Media broadband, which should be up to 1Gig. I have the Hub 5 router.

Could someone look into this please.

Thanks 

[Jonthy]

hi there Paul I am in the same situation & I ask several times but told that I’m on it, but my son is on M500 and with both get the same wi fi speed. Kind regards John 

[PaulG7]

Anyone from Virgin able to help? @David_B  @Megan_L @Vikki_M

[John_GS]

Hi @PaulG7 

Thanks for posting and welcome to the community.

If you sign in to your online account, what does it show for the broadband speed please? If it shows Volt and then a speed, you've already got the Volt speeds boost applied.

Best wishes.

[PaulG7]

Thanks @John_GS. It states Volt M500, but when I perform a hub speed test it regularly shows the speed at around 500 Mbps. So it does not seem like the Volt boost has been applied, despite what the bill states or that our hub is set up for 1G speed.

[Matthew_ML]

Thanks for letting us know.

Does it state on your bill / account that you should be on 1GB?

Please remember  the speed boost is only valid as one time offer if you've the free speed boost before you wouldn't get it again

[PaulG7]

It was part of the new contract I have taken with Virgin, yes. I have not been a Volt customer before that.

It was unequivocally stated by the retention team member I spoke with, that the speed would be boosted up to 1G. That clearly has not happened, and looking at this forum, I am not the only one in this position. I can only assume that something has either not been actioned at VM end, or that my hub is unsuitable. Should be fairly easy to resolve if someone could just have a look at my account, rather than this prolonged back-and-forth.

(BTW, I appreciate that it's up to 1G speed, but seeing as my speed hovers 500 Mbps, it's clear no boost has been actioned).

Thanks

[Steven_L]

Thanks for coming back to us PaulG7, has anything changed since you last posted or do you still need further assistance. If you do need assistance, please respond to my private message and we can get this looked into further for you.