Partner cannot get Volt benefits

[FlyingChips]

We have Virgin Media at our home address.

My partner has a new o2 phone contract (12 month SIMO which is an eligible price plan). We are unable to add Volt benefits to her account even though the addresses are the same on her o2 account and my Virgin Media account. She is also eligible as per the FAQ on o2's website:

Q: I’ve got Virgin Media broadband at my address, but it’s not registered in my name. Can I get Volt benefits?
A: Yes, you’re eligible for Volt benefits if your O2 Pay Monthly tariff address matches the address on the registered Virgin Media account.

Nobody seems to be able to help, o2 are palming me off to Virgin, Virgin are palming me off to o2. Nobody wants to help, this whole things seems to be a massive shambles of script reading and not using any common sense to try and resolve the situation.

I get the same ineligible message on my account. I have the benefits applied but the volt page doesn't say benefits are applied to my account. Instead, it says I'm illegible.

Can some please give me some guidance on what doesn't match and why.

[madasaf1sh]

@FlyingChips 

There is nothing anyone on here that can help, but things need to match, also note that it can be upto 14days for the volt benefits to be applied. 

The only people who can help are VM or o2 as they are on 2 different CRM tools, so neither one can see the other side..

[MI5]

@FlyingChips 

Getting the not eligible message has always been a thing but the benefits are usually still applied after 14 days.

Covered in this thread many times.

Volt Megaguide 

[FlyingChips]

This forum obviously works differently to Virgin's, I have also raised it there. Virgin has support agents on their forum unlike O2 it seems.

[Enlli]

@FlyingChips Any agents we had were removed last July

The Virgin Forum will simply pass you back on phone questions