Quote:
Originally Posted by Broken Hope
I had the same issue, the woman on the phone said the computer wasn't giving her the option to upgrade me to 60Mb, it was offering 100Mb but with a £50 install charge, despite me having a super hub already and it would also come with the additional monthly charge so I declined.
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Thought I'd let you know what happened to me in case it might help you. I was on the VIP 50 package, but on Saturday, having read about the new collections on this forum, I decided to ring up to see if I could be upgraded to 100Mb straight away, (I know that the speeds are doubling anyway, but for me that isn't due to happen until the end of the year and I thought that as I am paying over £100 per month I'd really rather like it to happen now!). So, I rang up and spoke to someone on the sub-continent who told me I could upgrade to 100Mb but I would need an engineer visit and it would cost me a £49 activation fee. I pointed out that as I already had a Superhub that I didn't think that was correct, but she insisted it was so I politely declined!
Having then thought further about it, I was sure I was right so I rang retentions. A lady there told me that I did not need a engineer visit and there would be no activation fee, but I could not be upgraded to 100Mb because it was not yet available in my area. So I thought that was the end of that, until I read the link helpfully posted by BenMcr in post 16 of this thread which stated that the roll out had been completed across the whole country!
So, back on to retentions to a very helpful lady called Debbie who unfortunately knew less about the new collections than I did. However, after about an hour on the phone with me pointing her in the direction of various pages on the Virgin website (including the link mentioned above) and me listening to tinny music while she read them and then discussed the issues raised with her supervisor, she eventually said those magic words to me "You're right" and upgraded me to 100Mb!
I could only have achieved this because of this forum, whoever it was that originally said "Knowledge is power" was absolutely spot on.
In conclusion, thanks to everyone who takes the time and trouble to post all the helpful information here and if you do have to ring C/S at any time don't assume that what they are telling you is correct, if you have done your research and know you are right, then persevere until you get what you want.