Why am I limited to 200mb speed?
 

I have virgin M200 speed and when i log into account it says i am on highest speed available and cannot upgrade to anything higher.

But when check as a new customer I am offered 100, 200, 350 and 1000mb speeds.

So why is existing customers not allowed the 350 or 1000 speeds?
I do not want higher but just curious why existing is not allowed 350 or 1000 yet new ones can get it (and yes am in a location that has 1000 capability)

Re: Why am I limited to 200mb speed?
 

Because its not available in your area ?

Not everyone can get 1000 either, I cant atm.

Re: Why am I limited to 200mb speed?
 

my area is 1000mb capable and activated it was one of the first to get it

Re: Why am I limited to 200mb speed?
 

Best to phone them up.

Re: Why am I limited to 200mb speed?
 

Look at last line beated to it !

Re: Why am I limited to 200mb speed?
 

Phone them. If you have an old hub they probably want to swap it out.

Re: Why am I limited to 200mb speed?
 

i have hub 4, and yes am in 1gb area and so has local virgin engineer (he lives in my building, he has 1gb installed as he gets it for free due to his job)

phone them, now thats a joke, its nigh impossible to speak to them let alone understand them

but as i said i do not want higher, its just why have i not got option to upgrade to faster when i know its available

Re: Why am I limited to 200mb speed?
 

If you can't be bothered asking them and don't want the service why are you asking us?

If the service is available in your area they will sell you it. Why they won't do it online is a mystery but one you're clearly not that keen to resolve.

I've retention deals on two accounts and it doesn't let me make any package changes online.

Re: Why am I limited to 200mb speed?
 

How did you manage to get a Hub4 when you're only on 200?

Re: Why am I limited to 200mb speed?
 

everyone that uses virgin in my building was given one, there are 10 that use virgin in my building. the friendly neighbour engineer installed them all. they were sent out by yodel and he installed them and checked everything was fine.

Re: Why am I limited to 200mb speed?
 

I'm not aware why Virgin Media would send kit out by Yodel to then be installed by an engineer.

It's Yodel for self installation or the engineer brings the kit they need to install.

Re: Why am I limited to 200mb speed?
 

they were delivered to his flat, not individual ones. (distance isolation means he cannot collect them from his local enigineer depot). all were delivered and installed in feburary. he is still getting hubs, cable and equipment delivered to his door as of yesterday.

Re: Why am I limited to 200mb speed?
 

Again no idea what's gone on there though

Hub 4s are supposed to be for Gigabit customers only, apart from where Virgin Media proactively offer one out to a customer for specific reasons.

There isn't any situation where a whole building should get them for no obvious reason.

Re: Why am I limited to 200mb speed?
 

thats obviously something between virgin and the engineer, but the issue is why 350 or 1000 not offered to me as an upgrade option as an existing customer yet new customers are offered all speeds

Re: Why am I limited to 200mb speed?
 

I assume you are not logged in to see what "new customers" are offered ?
In which case maybe it just lists all options.

Re: Why am I limited to 200mb speed?
 

I have had no trouble getting through to Customer Service - 2 minute wait. (Try first thing in the morning) I got upgraded to M1000 two weeks ago even though the VM site didn't say it was available in my street. If you really want an upgrade you should have no trouble. If you haven't tried you won't know how easy it is. If you don't want it, why the fuss?

Re: Why am I limited to 200mb speed?
 

it is infuriating speaking to tech support and trying to get them to accept the fact there is a fault. I was pleasantly surprised however the last time I rang up for an upgrade. When I moved from 200mbit to 350mbits I just wanted the speed increase and was expecting to (and happy to) pay more for it. As I was so far out of contract I ended up getting it for free plus receiving a discount.


:D

Re: Why am I limited to 200mb speed?
 

That has been my experience generally,
: poor support with faults, but plain sailing with upgrades, especially when talking to on-shore call centres.

Re: Why am I limited to 200mb speed?
 

never had the privilege

Re: Why am I limited to 200mb speed?
 

agree, the lack of english skills is so poor i struggle to understand a word they say plus their geographical knowlege is very poor, they think manchester is in london
no matter when you call your automatically redirected to India or Malaysia. it is impossible to speak to a uk based person unless its a billing issue only, anything other than that they put you on hold and next thing your speaking to an asian country

---------- Post added at 20:35 ---------- Previous post was at 20:31 ----------

your missing the point completely. just because i do not want an upgrade does not mean i cannot look. Its the fact they state i am on highest tier available, yet new customers can get all possible speeds. its total discrimination to offer new customers all speeds but limit existing customers to lower ones.
My next door neighbour, (2 foot through my wall) can get 100, 200, 350, and 1000 offered yet I cannot get offered 350 or 1000.

Re: Why am I limited to 200mb speed?
 

We all know that VM's web pages are often inaccurate and do not show you what you what you can get in your street or premises. Until you make a call, you cannot know that you are being discriminated against. To discover what you can get, you make a call. Indulge me. Give it a try. You can talk about the packages available and how it might be tailored for you. At the end of the conversation, you can thank them and say that you have decided it is not for you.

Re: Why am I limited to 200mb speed?
 

Nonsense post removed. Carry on.

Re: Why am I limited to 200mb speed?
 

Given it's a block of flats, is it possible this building is wired for RFoG? Could that have anything to do with it?

Also I don't think the engineer will get the gigabit line for free, not unless Virgin has changed their staff packages. There used to be a nominal fee from what I remember.

Re: Why am I limited to 200mb speed?
 

You still usually get the appropriate Hub 3 or Hub 4 for your tier no matter the type of install.
Even if the engineer themselves got Gigabit, still doesn't really explain the mass change for a building to a Hub 4.

Obviously not saying it couldn't happen, just can't think of why it would.

Re: Why am I limited to 200mb speed?
 

i do not know what cable is installed, we have 4 cabinates in the stairwells each at 4 floor intervals. in january all cabinates were replaced and in feb new cable was installed to them. the cabinates used to be able to be opened by anyone so could see inside but now they have a sophisticated lock on them so cannot open it and tell you what is inside.
all i know is that building cable and cabinates were upgraded and thats when all issued hub 4's