I was on the 100Mbps service and should have gone to VIVID150, according to all the info I've had to date. When I got the price increase letter I went through to the Retentions team and they juggled my account to drop down a step in the TV packages to reduce the ongoing cost.
I was then told that the VIVID150 service was only 6Mbps upload speed, which is my main bugbear as I do a lot of uploading of radio programming for a community radio station. It's voluntary, unpaid, a hobby, before anyone suggests this is business use. As I was on 100/6 I accepted the explanation and agreed to stay at 100/6 rather than pay more for 150/6. I've since found out that was incorrect, it would have gone to 150/10.
So, I called back a couple of times. First time I was put through to 'someone technical' as the lady I originally spoke to said she did not know what the upload speeds were. Oh what a surprise, I ended up with the overseas call centre and a woman trying to tell me to switch off and back on again to get the correct speed. After she finally understood that I was not suffering an outage or problem she passed me back to the UK.
There I was told quite clearly that I was wrong, nobody at Virgin would have talked to me about upload speeds as they only deal with download - and she cut me off...
I called back, the lady contacted a technical manager at Swansea and came back to tell me that my 100Mbps download speed had an upload speed of ‘up to 10Mbps’. I tried to say that was incorrect but she said she was not technical and it was a technical manager who had given her the figures.
She spoke about the 152Mbps package and said she could change me on to that but I would lose all loyalty discounts and my monthly cost would increase by about £15. I'm a Taurus, and I saw red ! In October 2016 I will have been a customer for 20 years. To take off a 'loyalty' discount was unacceptable and I told her so. There was a smaller discount, for 6 months, that I had been given (and didn't ask for) which I may have accepted losing to get back to where I had been - awaiting the forthcoming speed boost.
What had happened was that the guy I spoke to originally had moved me on to VIVID100 and that negated the boost. It was no longer on my account page as 'coming soon' but instead showed that I'd already had it. The boost has gone back in my area (14) from November 2015 to February, then March and now 'between July and December' when I use the VM Checker
So I wrote to VM Complaints. They called me today and have now said that VIVID150 no longer exists ?
They cannot put me back to the 100/6 level I had before as that is no longer on their system. They say that I would not get a speed boost anyway ? Again, the person I spoke to admitted they were not technical and could only go by what info they had on the VM website. I was told that policy had changed. They had dropped VIVID150, it just wasn't available. I tried my best to refer her to VM pages showing it clearly was.
I can see that new customers only get a choice of VIVID100 or 200, in the main packages they are selling at present. It seems that is the info nthey all refer to when looking at speeds. Nobody knows anything about the 'other pages' like Your guide to traffic management where the varying speeds are clearly listed.
Am I going mad ? Am I really going to accept that the speed boost programme would not have seen me move from 100/6 to 150/10 ?
Just to finish this off with their solution. After nearly half an hour of stalemate, VM saying they only offer a 100 or 200 package now and saying that the speed boost to 150 was not going to happen they backed down and offered to put me on the VIVID200 service and they would cover the cost for 12 months. Not quite what I was trying to achieve but it seems I wasn't going to get back to what I should have had.
I really do not think the info I've been given is right - can anyone enlighten me ?