Volt Benefits No speed upgrade

[Ramsey52]

Hi I've had Virgin and an O2 sims both registered to same address and it says my Volt Benefits are active but I haven't received the speed boost my package is 200mbps so I should be getting 350mpbs as per the volt upgrade. Can anyone help please?

[Sabtain7]

Call Virgin directly sometimes it can be an activation issue

[Matthew_ML]

Hey Ramsey52, thank you for reaching out and I am sorry to see you are haven't got your VOLT benefits.

I can also see you have been speaking to our team about the issues, did they manage to resolve your issues for you? 

It can take up to two weeks after O2 have processed the order on their side, for your benefits to activate on our end. Thanks 

[Ramsey52]

No there wasn't any help I was told my volt benefits were active and that 200mbps was my speed boost which means the sales agent who set up my package lied to me as they said my speed would be 200mbps before the speed boost but like I said I have been informed that the sales agent lied to me and now im stuck with this package for 18months unless I want to pay more which obviously I do not. Sales agent also told me there was the virgin phoneline wasn't part of my package which I can see they've lied about also since it clearly says on my package that I should have one. So all in all I was lied to and given promises by the sales agent and now im stuck with it 

[Sabtain7]

When you singed your contract it would've said your package including it's speed and if there is a phone line. So if your speed was say 100 then it would-be boosted to 200. If it says 200 on your contract then you can contact them with the proof and you'll be upgraded to 350mb and if there is a phone-line on there which you dont have again this can be sorted through retentions (option 4). So you even if the agent said one thing and you got another as long as your contract has been signed it doesn't matter as far they are concerned and legally, you should've read the contract its stated right at the top what your signing up for exactly. You can also ask for the agent's call with yourself to be looked into and if they find you were promised something else you might get some credit on your account but that's the most as you've signed the contract and thus by law its assumed you read it before.

[Ramsey52]

Yeah I should've looked but its my 1st time living on my own and I guess I just rushed it and took the agents word for it which was obviously stupid of me, I will take a look at my contract through to see. But I have logged a complaint against the sales team for misinformation but I appreciate all the help from the community thanks a lot.

[Ramsey52]

Hey man I checked my contract it says I have Volt 200 but it doesn't say anywhere I agreed to 100mbps it says the minimum speed is 107mbps or something but I dont know if that mean I was put on 100mbps and the speed boost put me to 200mbps

I have attached a screenshot I dont understand it completely if you could help thatd be great. Thanks 

 

[newapollo]

Hi @Ramsey52 

The screenshot shows  you are on V200

If you check the following link it shows the various speed products, expected and minimum speeds.

https://www.virginmedia.com/broadband/our-speeds-explained 

[Ramsey52]

Thanks I looked at the link but can't find anything for Volt200 only M200 is this the same thing and if so would that mean im getting 200mbps after the free upgrade. I'm sorry I'm a bit thick so I domt understand a lot of this thanks for your help and patience 

[newapollo]

Hi again @Ramsey52 

Yes M200 is the same as V200 - the "V" is so VM can tell which customers have a Volt sim with their package.

Where you originally on the 100 or 200 package?

You should log into My Virgin Media, either by the link at the top of this page, or via the app. Then check your online contract(s) 

If you were on 100 then it looks like you have been upgraded to 200.