120M Virgin Media 150Mb Coming 2014 - Page 66

Kushan · 31-05-2014, 22:18

"Can I have the upgrade early, pretty pretty please?"

kandinsky · 01-06-2014, 13:43

Just phoned them and now on 50mb up from 30mb.

jb66 · 01-06-2014, 13:53

Quote:

Originally Posted by kandinsky

Just phoned them and now on 50mb up from 30mb.

New contract?

kandinsky · 01-06-2014, 14:10

Quote:

Originally Posted by jb66

New contract?

Nope.

banjo · 02-06-2014, 10:18

what is the sequence of numbers to ask for the upgrade , I have a Virgin land line so will it be 150 ? ? ?

Just been told by an indian lady that my area has not been upgraded so tough I will have to wait

Kushan · 02-06-2014, 10:54

Yeah, 150 then go through as if you want to cancel but just be honest with the retentions agent.

banjo · 02-06-2014, 11:24

Quote:

Originally Posted by Kushan

Yeah, 150 then go through as if you want to cancel but just be honest with the retentions agent.

thanks for that, I was honest I said that new customers were getting the upgrade and that I was already on 120 meg but she said my area had not been upgraded and that I would have to wait till next year !

would the fact that I am on 120meg and have a shub 1 not point to my already being ready for 150 meg ?

General Maximus · 02-06-2014, 12:13

it sure would. Afaik they arent doing any additional physical upgrades with the network in order to provide additional capacity for 152mbits, that was done when they did the work for 120mbits. It doesn't matter whether they give you 152mbits now or next year, it is going to be the same either way. All this stuff about "we can't put it through till your area has been enabled" is rubbish. My area was initally something like July-September this year when they first announced the dates, then it went to July - December and I have just looked again and now it is December - May 2015. What a joke! I don't know why they bother announcing stuff when they know it is going to take 2 years for them to do.

Anyways, with this in mind, I rang retentions in February or March (can't remember) and tried explaining the situation to India. The person I was walking to didn't have a clue what I was going on about and put me through to somebody in England and the lady I spoke to was really nice. I have never rang up for early upgrades before or discounts and agreed to put the code on my account for 152mbits but warned me that it probably wouldn't work until my area was due. I didn't say anything and proceeded to let her do her stuff because I knew it didn't work like that, and low and behold, 152mbits came down in a jiffy and I get full speed all the time. The fact that I have got it a year ahead of when they want to give it to me begs belief.

BenMcr · 02-06-2014, 12:45

Quote:

Originally Posted by General Maximus

Afaik they arent doing any additional physical upgrades with the network in order to provide additional capacity for 152mbits,

I'm pretty sure there are upgrades happening for this time around, which is why the schedule is there again. Whether it's to the same extend as last time I don't know, but there is definately stuff that needs doing before the upgrades can be offered.

Quote:

I don't know why they bother announcing stuff when they know it is going to take 2 years for them to do.

Catch 22 there really. If they didn't offer the upgrades until the capacity upgrades were in place, then you'd have 2 years worth of 'why have Virgin Media stopped offering upgrades? They are rubbish'.

banjo · 02-06-2014, 12:58

Just been on to India, talked to a nice lady who has repeatedly told me that I will have to upgrade my package to get 150meg and she can't do it, asked to speak to UK retentions who have asked me to ring back in 2 hours because of some sort of problem at their end !

Synthetic · 02-06-2014, 14:11

After reading some of the horror stories here I think I was lucky I got through to a UK agent first time who did what I asked, no questions asked. If you request they transfer you to a UK agent, are they obliged to do so?

Mr K · 02-06-2014, 14:52

The dates on 'My Virgin Media' are for amusement only and not to be taken seriously. Mine changed 4 times. Phonecalls to retentions didn't work either. Suddenly last week my upgrade came, 4 months ahead of the latest schedule on 'My VM'. Very welcome but these 'Mystic Meg' dates are only winding the paying punters up. I am of course expecting a price rise to follow very soon.....

BenMcr · 02-06-2014, 14:54

No, they aren't obliged to do so, and also they can't, as there is no 'UK transfer' option.

The only time it happens is if the department you are wanting to speak to is UK only.

General Maximus · 02-06-2014, 15:14

Quote:

Originally Posted by BenMcr

Catch 22 there really. If they didn't offer the upgrades until the capacity upgrades were in place, then you'd have 2 years worth of 'why have Virgin Media stopped offering upgrades? They are rubbish'.

True but I can think of two better ways of doing it:

1) From past experience they know they are going to bang everyone back by at least 6 months so instead of peeing everyone off why dont they just make the neccessary adjustments from the get go and then people will be pleasantly surprised when it is done before the due date.

2) They don't make these decisions willy nilly and it will be planned well in advance. Plan the seemingly ongoing upgrade work and when it has been completed then you tell people that they are getting a treat and they have been upgraded. Ntl used to do this, I would get a flyer through my door saying I had gone from 512k to 1mbit. Then 1 to 1.5, to 3 to 10.

I know they arent going to go for option 2 because VM is all about marketing and advertising but they should defo go for option 1. Customers hate false promises and there is no point saying you are going to do something if you just keep delaying it because by the time it comes round it is an anticlimax. I am just glad I have got 152mbits now because by the time they get round to the rollout schedule I am sure they'll be announcing 200mbits.

BenMcr · 02-06-2014, 15:17

The majority of customers for this upgrade require a kit change from a D2 modem to a SuperHub. So they have to choose to do that and when they want the delivery. To make sure it's consistent and fair, everyone follows the same process even if you've already got the required kit i.e. you opt into the upgrade.

Although there is the postcode checker, all customers in each area do also get exactly the 'we've now completed the upgrade in your area, log into My VM to get it' communication as well.

Oh and ntl used to do each tier in turn, rather than all tiers by area in turn, so there were still schedules, and differences as to who got what when. Also at that point for the most part it was all on the same kit, so it was a lot easier to do it in the background - but even then there were still people who had to get kit changes e.g. STB Broadband to modems.