Got signed to wrong package
Hi, can anyone please advise as I'm going insane with this. To make a long story short.... I signed up to Virgin media almost 2 months ago, speaking to a web agent to build my package. I paid extra to upgrade the internet to Fibre 1Gig, since broadband was my priority. I have noticed poor wi-fi signal in multiple rooms, so I downloaded the VM Connect app to run tests throughout the house, and noticed sub 30 mbps download in some rooms, so I reached out to virgin media to perhaps ascertain wi-fi pods that I saw are available to Fibre1 customers. Unfortunately I was advised by the web agent that my current package is not for Fibre 1Gig, but instead for Fibre500 with Hub 3 instead of Hub 5. Apparently the deal created by the original agent was "not processed online". What this means I have no idea... My original contract I received from Virgin states that I paid for Fibre 1Gig. I raised a complaint but it was resolved with the following: Your complaint was: Cable -> My Contract/Package -> My package isn't as described And here’s what we agreed: Package -> Extra info on package and product Any advice please as I forwarded this to commsombudsman as recommended by my ticket, but they say I need to wait 8 weeks before they can be involved.