Volt Megaguide

[Chris_K]

O2 and Virgin Media, two of the UK’s most iconic brands combining 46 million+ broadband, mobile, phone, and home subscribers, have come together to give the UK more choice and better value. And if you're a customer of both O2 and Virgin Media, it's time to supercharge your world.

Faster Virgin Media broadband. Double O2 mobile data. On us. We're better, connected.

This guide will give you all the info you need to ensure you're fully informed on Volt, who's eligible, and how to apply it to your account.

Get these exclusive benefits for being with both Virgin Media and O2

1. Broadband speed boost: Virgin Media broadband speed boost to the next available level (if you don’t already have the fastest speeds in your area)
2. Double data: Double data on every eligible O2 Pay Monthly plan in your household
3. Roam freely: Use your phone in 75 destinations worldwide at no extra cost
4. WiFi pods: Black-spot busting WiFi Pods if you find any WiFi blackspots at home
5. Tech treats: Up to £150 off an additional connected device, such as a tablet, laptop or smartwatch

At present, you need to be a customer of both O2 mobile and Virgin Media broadband, with both accounts under the same name and at the same address. However, from 12 April 2022, we’ll be introducing 'premise matching', meaning you’ll just need to have the same address on both your O2 and Virgin Media broadband accounts to be eligible for supercharged benefits.

If you're an existing Pay Monthly customer of O2 but you're not with Virgin Media yet, you'll need to get broadband from Virgin Media. Or, if you're already a Virgin Media broadband customer but you're not with O2, you'll then need to get a Pay Monthly sim or mobile with O2.

• If you’re a current O2 only customer, check Virgin Media’s Volt packages here
• If you currently only have a Virgin Media account, then why not send us a message on Facebook or Twitter and one of our team will be able to chat through all the options available to you

You can opt in for Volt benefits from the My O2 app. Once you're in the app, go to 'Offers', then 'Supercharge your world with Volt', then tap 'See what you can get. From here, simply fill in the details you're asked for and within 14 days you should have your benefits applied on both your O2 and Virgin Media accounts.

We've gathered together some of our top FAQ's but if you have any other questions, we have more covered in our dedicated FAQ's page.

I think I should be eligible for Volt, but I can’t see the offer to activate my Volt benefits in My O2

Spoiler

If you think you should be eligible for Volt benefits but aren’t seeing or able to select the offer in My O2, then please make sure your name and address match on both your O2 and Virgin Media accounts. If you think everything’s correct and still aren’t seeing the option to activate your benefits, then please get in touch by calling 202 from your O2 mobile.

Which customer service team should I contact?

Spoiler

We’ll still bring you the same level of customer service you expect from O2. If you want to discuss Virgin Media products like TV or broadband, you'll need to speak to Virgin Media's customer service team.

I'm having issues applying my Volt benefits

Spoiler

O2 and Virgin Media will contact you separately when your Volt benefits have been applied, these will come through at different times and could be on different days. Virgin Media confirmation usually comes after O2 and it can take up to 14 days for the Virgin Media speed boost to be active on your account.

Just to let you know, your O2 tariff name won’t change but your new data allowance and any changes to your roaming Bolt Ons can be seen in My O2.

If you're having problems joining O2 or applying your data boost, you can contact us on one of our Social Media channels for help - we're on Facebook, Twitter and Instagram. If you'd prefer to contact us another way, you can find our other contact info here. If your issue is with joining Virgin Media or applying your broadband speed boost, hopefully our FAQ's up above (or here for full FAQ's) will help.

I’ve got Virgin Media broadband at my address, but it’s not registered in my name, can I get Volt benefits?

Spoiler

Right now that means you’re not eligible for Volt benefits because your name and address both need to match across your O2 and Virgin Media accounts, but don’t worry, we’re changing this. Very soon, you’ll be able to get Volt benefits through your household’s Virgin Media broadband account – and so will anyone else who has their own O2 Pay Monthly plan who lives at an address with an active Virgin Media broadband service.

Keep an eye on My O2, you’ll see the option to activate Volt benefits when it becomes available to you.

See Volt terms and conditions.

What happens to Volt benefits if I upgrade or change tariff?

Spoiler

When you upgrade or change a tariff on your O2 account, your Volt benefits will drop off temporarily. These benefits will be re-applied within 14 days.

While you're applying for your Volt benefits, we're aware of some very specific circumstances in which you may experience an issue or see an error. We've highlighted these here so you're aware of the solution, or what to do next. If you're still having issues not covered by the below, then please do reach out to us on Facebook, Twitter and Instagram and we'll get things sorted for you.

My O2 Activation error?

Spoiler

Once you've signed up and if you're new to O2, you’ll be able to access and manage your account 24/7 via My O2. To get started, you first need to activate My O2 via the activation link we automatically send you via email and by SMS. Unfortunately, the link on the SMS isn't currently working, so we need to ask you to please use the activation link included in the email we send you within 14 days. If you’ve not done this within 14 days and the link expires, contact us via our Social Channels where we can help (Facebook, Twitter or Instagram)

Volt Unavailable error?

Spoiler

If you see the screen / error below then it likely means you already have Volt benefits, or VM service is not available in your area. However, if VM is available or you already have VM, then this may be a small conflict or error on our side. If you’re impacted by this, please contact us here (Facebook, Twitter or Instagram) and we'll get this sorted for you.

Double data not showing via My O2?

Spoiler

If you've signed up for Volt benefits you should receive a separate communication from both O2 and VM once your O2 data allowance and VM broadband speeds have been adjusted. Please note that these communications may arrive at different times so don't worry if you receive one and not the other – this could arrive several days later. If you still don’t have your O2 data benefits within 7 days of applying, please contact us here (Facebook, Twitter or Instagram) so we can check this over and get it sorted for you. If you still don’t have your VM speed benefits within 7 days of applying, please contact Virgin Media here so they can check this over and get it sorted for you

Being a Volt customer comes with a few extra bells and whistles too, as if the faster Virgin Media broadband, and double O2 mobile data wasn't enough...

• Priority -  Is our way of saying thanks. It's exclusive to O2 & Virgin Media customers and brings you great offers from high street brands, tickets, and experiences, as well as access to the best in entertainment. You can get Priority Tickets to thousands of gigs and events across the UK, up to 48 hours before general sale. Get the free app for quick and easy access to Priority whenever you like.
• 5G - Fast, reliable and mobile. It’s time to 5G your life. The power of 5G gives customers a faster and more reliable connection, downloads without delay and buffer-free streaming, on the go. But it’s so much more than that. More help and advice here. Use our network checker to keep tabs on the O2 network in your area.
• Roam freely - Going on holiday? We cover roaming in our Europe Zone as part of our Tariffs. So your data, minutes, and text allowances will work in our Europe Zone, just like they do at home. Check out more here. You can also check our Roaming Megaguide which will give you all the info you need to ensure you're fully informed on allowances, costs, options, and what to expect when you travel abroad, even if it's outside of Europe.
• Extras - When you take out a new phone, tablet or pay monthly sim only on eligible tariffs and/or devices, you'll get to hand pick an extra for up to 12 months*, on us. Whether you’re into TV and movies, music, meditation, books, or audiobooks, or you want to keep in touch with loved ones overseas, you can find an extra that’s perfect for you. More details here.
• Spread the cost - Get the latest tech from O2 without draining your bank balance. Just like buying a new phone, you can now spread the cost of your device into affordable monthly payments. And with 0% APR, the price you see is the price you pay. More information here. 

If you have any questions not covered above, please register an account here on the O2 Community if you're not already a member, and reply to this thread with your question and our knowledgeable members will do their best to help. Alternatively, contact us on Facebook, Twitter or Instagram.

[Sneezy24]

How do I get the O2 system to recognise that Virgin IS available at my address????? Just signed up for a new deal with Virgin (been with since NTL days) which includes the O2 SIM (got that, works, just transferring my old Virgin mobile number to it).

I would like to activate my Volt benefits, but can't due to the address issue.

[T3r3nc3]

I've just changed tariff and my volt benefits got removed from my account, what is the deal with that??

[Cleoriff]

@T3r3nc3 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

Volt Megaguide 

[MI5]

@T3r3nc3 

Your Volt benefits will be automatically replaced on your new tariff in a few days.

There's no need for you to do anything.

You will receive an email from O2 when it's done.

[KarineG]

Hi I am new to O2 and already a Virgin customer. When I check the Volt page in my O2 it says 1. Your Volt benefits are active. or 2. It doesn't look like your household can get Volt right now. Which is one of the worst help replies I think I have ever seen. Both accounts are in the same name and at the same address. The issue is if I can not get Volt then I need to cancel my O2 account before the 14-day cooling-off time as I can get a better package for less but I can not find any way to talk to someone to sort this out. Can anyone point me in the right direction?

[madasaf1sh]

@KarineG 

You will have to wait anyway for the 14days to pass as a new customer before the Volt Benefits are applied to your o2 account as per the terms of Volt, and you  also need to wait for the account data to be sync'd across between Virgin and o2

[KarineG]

Thank you for the reply but a company like O2 must have a way that I can talk to someone so I can check that I can get this offer before I get locked into a contract that may be wrong for me.

[madasaf1sh]

@KarineG 

If you are an o2 customer and one with Virgin Media, then you are eligible, the only caveats are its not PAYG or a business contract.

just bare in mind that o2 and VM can remove the offer at anytime, and you can't cancel if they do.

You can find the contact details on https://o2.co.uk/contactus or on the phone at 0344 8090202 or Virgin Media on 0345 454 1111  Plenty of contact options even social media:  Plenty of contact options even social media 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

[Lai-Kwan_Wong]

I got promoted on 9th June and my O2 SIM card arrived within 7 days as stated in your post above.  However, I found that my billing date will expire on 9th July.  I found it ridiculous since I didn't have / start my new SIM on 9th June.  In fact, I activated the SIM on 29th June.  I am really frustrated about having the account being topped up right after 10 days of activation. 

[jonsie]

Your bill is always a month in advance with payment 14 days later. the first bill may also be a bit higher for the few days it takes to set up the account