Volt upgrade not applied

[wedge69]

I originally had the 200 bundle, but due to having an 02 sim my account shows as being in the M350 package. 

HOWEVER, my router and network tools show that my maximum line capacity is set as 200/20.

There doesn't appear to be anyway to initiate a live chat with virgin anymore and the website takes you round in circles. 

Any idea how I get virgin to fix this?

[Ashleigh_C]

Hi there @wedge69

Thank you so much for your post and welcome to the community forums, it's great to have you on board.

I am so sorry to hear that you have faced this issue with your services! Can I ask when you signed up for Volt benefits? 

Have you also been able to perform a wired speed test on the Hub? 

Thank you.

[wedge69]

Hi,

The sign up to Volt would have been over six months ago now. 

Speed tests show around 145, but as mentioned my networking kit shows the line is capped at 200, not 350.

Thanks

[Steven_L]

Thanks for coming back to us wedge69. I have looked into this and can see that the complaints team have been in touch today with an update on your Volt issues. Have you had chance to read the email yet?

Kind Regards,

Steven_L

[wedge69]

Hi,

They claim I have been switched to the M350 package. 

If this is true then my line speed of 145 is well below the promised minimum. 

What happens about that? 

[Paul_DN]

Hi wedge69,

Thanks for reaching back out, what speed is showing to be hitting your Router when you do a speed test here?

If you are still getting a lower speed please remove your 3rd part Router and put ours back in Router mode then test again.

Regards

Paul.

[wedge69]

Paul, 

Thanks for your response. I shall change the configurations and run the tests later in the week and report back. 

[wedge69]

Just to follow up on this, my virgin hub 4 died following a power outage so took this as an opportunity to investigate my speed issues when I was sent a new hub. 

Going to hold my hand up and say it's a mistake on my part. 

https://www.surinderbhomra.com/Blog/2022/04/16/UniFi-Dream-Machine-Slow-Internet-Speed

Kudos to Tom at Virgin for his help if anyone here can give him a payrise!

[Kath_F]

Hi wedge69, 

Thanks for coming back and updating us on things. We're glad to hear things are sorted for you now. 

I have forwarded your thanks over to Tom. 

If there is anything else we can help with, please pop back and let us know. 

Many thanks,