Re: Can't add Volt because Virgin Media and O2 add...

Dave_T · ‎11-10-2023

I've been with both O2 and Virgin for decades. However, I can't add Volt because the website says that Virgin is not available in my area.

One of the causes could be that Virgin have my address as Flat A, 69.... but O2 have it as just 69... (O2 address is correct). I can't change my address to a flat with O2 because it's not a flat. Virgin's database have my address as flats, and they can't amend my address manually.

After spending around 2 1/2 hours on the phone with Virgin, one of the handlers transferred me to O2, explaining that I was a customer and the possible reason that my details were not matching.

I then explained the situation to the O2 handler 3 times. After every time of explaining, I was put in hold for approx 20-30 minutes. Then someone else picked up the phone and had to start my query all over again. They put me on hold for another 40 minutes and then the line went dead.

Live chat for O2 isn't working and am fed up of wasting half a day repeating myself and being transferred around the houses.

Can anyone please point me in the direction of someone who can actually help?

MI5 · ‎11-10-2023

@Dave_T

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

2VmQz · ‎12-10-2023

I had this same issue. Was transferred to O2 Sims in September. O2 had the address correctly listed while for years Virgin had flat A under the property address.

I messaged O2 about chat although it's very slow, explained the address difference & provided the Virgin account number & they manually added volt.

The next day I got a text from Virgin about new equipment & my speed was double by Virgin to 1Gig.

Volt became active within 3 days.

However they added it I guess the difference on the account will remain but got volt added, manually had to request on both O2 Sims separately & didn't even need to speak to Virgin.