Volt Benefit not applied

[Lionface_182]

Hi,

I recently joined O2 and have Virgin Media at home already.  

When I try to activate my broadband boost on the app, I get the attached error message. 

Can someone please assist?

Thank you 

 

[Daniel_Et]

Hi @Lionface_182 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you've been having 😔

I can see you've spoken to the team since you posted. Has the problem now been resolved?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Lionface_182]

Hi Daniel, 

Thanks for getting back to me. 

Sort of...my wife and I are both with O2 and have Virgin,  entitling us to volt benefits.  However, I was told I couldn't get my WIFI speed boost, since it had already been done under my wife's benefit. 

It's pretty misleading and not clear at all on the websites/apps terms and conditions.  I may have missed it, but couldn't see anywhere that states it was a single boost per household that was the limit. If it does, please could you direct me to this information?

I've been round in circles and spoken to countless customer service agents, the apps seem to just send you in loops while attempting to activate these benefits and get them visible on your account. 

All in all pretty frustrating, especially since I moved from vodafone recently to join O2 in the hope of better service and customer experience. 

I have spoken to someone else this evening who assured me both the wifi speed boost and double data should be applied in 36 hrs, we shall see!

Kind regards,

Paul 

[Lionface_182]

Hi Daniel,

Nobody responded to my last email,  can you assist please?

See attached email confirming eligibility of Volt Benefits from Virgin Media!

There's still no sign of the WIFI speed increase!

Any help would be appreciated. 

Thanks

Paul 

 

[Matthew_ML]

Thank you for sending this over.

Can I just confirm something please;

Have you had a free speed upgrade before with the VOLT add on?

The free speed upgrade is only an one off, so for example lets say in 2023 you got a free speed upgrade and then in 2024 you upgraded again you wouldn't get a free speed upgrade this time because you've had it.

Also from this email it can take up to 14 working days for the speed upgrade to be applied, has it been longer than this? 

[Lionface_182]

Hi Matt

Thanks for getting back to me. 

Yes we have had one speed increase already. 

I may have missed where it states in your T&C's that only one speed upgrade per household is allowed - please can you direct me to this information?

As far as I can see, (see attached photo) the only exclusion criteria that would prevent a speed upgrade, is if you have Gig1 or the fastest speed already, none of these apply to me. 

I've also included the email confirming I am eligible for Volt benefits,  from the Virgin Media team. This would lead you to believe the eligibility here is referring to the broadband side of things, rather than the data boost on the O2 side of things. 

If there is anywhere that states only one broadband speed boost per household, then fair enough. As things stand however, it is all pretty misleading and frustrating I have to say...

It would be interesting to see what Trading Standard's stance on this kind of marketing is. 

Many thanks 

 

 

[Matthew_ML]

If you've had the one speed upgrade already it wouldn't apply again sorry, this is just a one off.

However the normal volt benefits like the pods are all the time.

If you click activate Volt services via your online account it should mention this. 

(1) Virgin Media broadband speed boost to the next available level (up to a max of 1Gbps download speed) available to you at the point you place your order to become supercharged with Volt. Doesn’t include Upload speed add-on; 

You can read up on this here 

[Lionface_182]

Hi Matt,

My whole point is that it doesn't, as far as I can see, mention anywhere about a single speed boost for the broadband. 

I've looked through and unless I've missed it, there is no mention.  Hence why I've asked you guys multiple times if you can direct to where it specifically states this. 

Is this a possibility? 

Pretty sharp practice if you can't show me where it states this, it's a simple and straightforward request.  

[Akua_A]

Just to clarify @Lionface_182 when someone is eligible for Volt benefits, we supercharge Both your non Volt VM and O2 services with the relevant benefits. Once you have these benefits and have been upgraded, we would not upgrade you again because you are already receiving the benefits. You can find all you need to know here and here If you already have Volt 02 and VM, you are already receiving the benefits. Please let us know if you need any further help with this.

Thanks,

[Lionface_182]

Hi Akua,

Thanks for sending the links.  I've read the information in them multiple times, and still can't see where it states that only one broadband speed boost per household is possible.  See attached photo - nowhere does it confirm only one boost per household.  If it does, kindly show me where, rather than just reiterate what your colleagues have already said.  

No one working at Virgin appears capable or willing to direct me to where this is written in your terms and conditions, so I can only presume it isn't. In which case the whole promotion of the Volt benefits (on the Virgin side - my O2 data has been doubled) is misleading, to say the least.  

The broadband boost has been applied as a result of my wife having Virgin media in her name and an O2 contract. 

This has nothing to do with me.  I am a new paying customer of O2, living in a household with a Virgin Media contract, therefore making me eligible, according to the information in the link  you sent.  It does not state anything to the contrary, anywhere - see attached. 

Since I can't take out another Virgin contract for the household in my name, are you saying I am by default excluded from receiving the benefits on the Virgin side? If so, why is this not clearly laid out?

There are many people on this forum experiencing similar issues on the Virgin side of things regarding these benefits, with what appears to be very little in the way of solutions being offered. 

Unless you can direct me to where it states one broadband speed boost per household,  I should be eligible!