Introducing Volt – the new supercharged service from Virgin Media O2

[Chris_K]

UPDATE: We've seem some repeat questions and common issues being raised. We've added an update here so if you're experiencing issues, please read this first and see our post-weekend update here too.

Good morning all. What a week this is going to be! This morning we have introduced Volt to the world, the new supercharged service from Virgin Media O2. Our press release was published here this morning with notes and sources, but I've copied the juicy bits below.

Whether you're an O2 customer, a VM customer, both, or none, you can check out our handy website here which will show you how you can get supercharged.

Can I get Volt benefits for everyone in my household who’s on O2?

If you have Virgin Media broadband in your name, you’ll be able to get Volt benefits for all O2 Pay Monthly plans in your name, in your household. But we’re expanding this. Soon, anyone in your household with their own O2 Pay Monthly plan will be able to get Volt benefits through the household’s Virgin Media broadband account. Keep an eye on My O2 and you’ll see the option to activate Volt benefits when it becomes available to you, and you can also stay up to date by visiting https://www.o2.co.uk/virgin-media-o2

First joint product gives customers the best of both brands, with even greater value on UK’s fastest major broadband provider and award winning mobile network

• Volt marks the first major launch since Virgin Media and O2’s £31bn merger earlier this year
• Gig 1 broadband available for the first time in a bundle, combined with an unlimited data O2 SIM and TV favourites
• Existing customers simply need to register to get their services supercharged – for free
• Volt brings faster broadband speeds, double mobile data and discounts

London, UK: Virgin Media O2 is today lifting the lid on its first ever joint product, Volt, bringing together award winning connectivity and amazing entertainment from both Virgin Media and O2, to give customers even more from their services – more speed, more data and more value.

Virgin Media and O2 customers can now supercharge their services and reap extra rewards simply by being customers of both brands. Volt offers double the broadband speed, double the mobile data and discounts on connected devices when customers have or choose to take a broadband service from Virgin Media and a Pay Monthly plan from O2. What’s more, customers with an O2 plan can access exclusive rewards, perks and experiences from Priority – one of the UK’s best loyalty initiatives.

The new joint offering comes less than 150 days since Virgin Media O2 launched, building on the company’s momentum of almost 13 million gigabit premises passed and 5G coverage from O2 expanded to 210 locations. Volt highlights Virgin Media O2’s commitment to offer more choice, convenience and innovation with seamless broadband, entertainment and mobile services all available under one roof.

Exclusive Virgin Media O2 Volt benefits include:

• A broadband speed boost to the next tier available (e.g. 100Mbps boosted to 200Mbps)
• Double mobile data on all eligible O2 Pay Monthly plans (e.g. 10GB boosted to 20GB)
• Up to £150 off a connected device such as a tablet or smartwatch when taking a new O2 Pay Monthly Custom plan
• WiFi Pods available to bolster connectivity around the home
• Roaming in 75 countries including USA, Australia and Spain with O2 Travel

Volt is available to both new and existing customers, offering exclusive benefits to account holders no matter what broadband package or eligible Pay Monthly plan they take. Those new to either Virgin Media or O2 will be able to upgrade to Volt when they add relevant services to their connectivity line-up, while existing customers of both Virgin Media and O2 simply need to enrol via MyO2 to get their services supercharged – at no additional cost.

Jeff Dodds, Chief Operating Officer at Virgin Media O2 said,

“With Volt, we’re combining the speed and reliability of Virgin Media’s broadband and O2’s mobile networks alongside a variety of incredible perks to give our customers more.

“The launch of converged services in less than 150 days as a business is a huge milestone moment and demonstrates the momentum we have behind our commitment to supercharge connectivity across the UK. This is just the start.”

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This exciting milestone for Virgin Media O2 means that consumers who do not currently take services from either brand can supercharge their package with Volt from the get-go, with new bundles containing an O2 SIM and Virgin Media broadband available on 18 month contracts. The new packages include the ‘Big Volt’ bundle, ‘Bigger Volt’ bundle and ‘Ultimate Volt’ bundle, all of which come with the exclusive Volt benefits and boosts to offer customers more. Pricing for Volt bundles start from £40 per month for 200Mbps Broadband (boosted from 100Mbps), Talk More Weekends and a 10GB O2 SIM (boosted from 5GB). The top Volt bundle (Ultimate Volt bundle) includes Gig1 broadband, an unlimited data O2 SIM, tonnes of TV favourites and two TV 360 boxes, available for £99 per month.

Supercharging small businesses

Small businesses and start-ups who take a Voom broadband service from Virgin Media Business and an eligible O2 Small Biz tariff can also supercharge their services, with 4G start-up and back-up, double mobile data and exclusive perks from Priority.

Virgin Media O2 is the leading converged challenger in the market, pairing O2’s award winning mobile network and the UK’s fastest major broadband provider to enhance connectivity for customers at home and on the go. With Virgin Media’s rapid gigabit broadband rollout and O2’s commitment to deliver 5G to half the UK population in 2023, Virgin Media O2 is just getting started.

[madasaf1sh]

@Stuartjw 

Contact O2 via Social Media, bare in mind that if you have already enrolled it takes upto14 days to be applied

just send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) to clarify. 

Also all the numbers on the o2 contact us pages

[guff26]

It says I can’t get virgin media at my address… but I have virgin media at my address 😅

[madasaf1sh]

@guff26 

This is a know bug... Hopefully the error will get reworded, as mine said that but I got the o2 benefits...

[CarDex2020]

DO NOT ACCEPT A VM'S SALES PERSONS UTTER GARBAGE! do not accept anything less than a completely free upgrade to the next tier. Once enrolled via myo2 for existing customers of both.

do not fall into the trap of contacting vm. Well unless it goes over the 14days and you haven't had anything... read below for why. 

I have an open complaint with vm. I messaged them the day I registered for volt (19th October) and all they wanted to do was sell me a new package at more cost to me. 

I explained I had enrolled via my O2 so the speed boost should be free... all I wanted to know what when they would deliver the new hub as my next tier was gig1. "No sir you have to have a new volt package" they demanded!

I stuck to my guns and refused to let them change my package and charge me for it. They took hours trying to get my package changed but they always came back with the system doesnt let them without x y z of a charge or contract tieing you in for 12 or 18 or 10 or whatever they choose more months.

I asked them to call me on the 3rd November which is when the 14 day's is up to look at what happens next. 

I advised them I hope that the system can be overridden by the sign up through myo2 app and the speed boost automatically apply in the background. 

Vm explained the speed boost wont happen automatically and my only option was to take the new sale. But in Hope's of proving the customer is wrong they agreed to call me back on the 3rd.

Since then on the 26th October my O2 benefits went live and my mobile data doubled. Fantastic. Nothing at this point from vm. I continue to wait. Then on the 29th October and unexpected email pops up. "Thank you for making those changes"

It went on to explain how I've now been upgraded to gig1. No change to contract dates, other perks or price! And my new kit will arrive on the 3rd.

Oh how I look forward to my complaint callback on the 3rd where it is now taken to a whole new level. I have been lied to again and again. 

My reason for writing all this is simple. Do not be sold a new package by vm. Simply wait! if you have enrolled via myO2 you will get what's promised by the advert. Just wait the 14 days. Dont let them make you believe you have to accept a new sale to get your entitlement. It is disgusting what a sales person will say or do to just win a sale. 

Discount is not effected, package does not need changing via a sale to get the benefit. Being on oomph does not matter. I urge anyone that was tricked into a new package to make a mis-selling complaint 

[pgn]

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@CarDex2020 wrote:

My reason for writing all this is simple. Do not be sold a new package by vm. Simply wait! if you have enrolled via myO2 you will get what's promised by the advert. Just wait the 14 days.

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Well said, @CarDex2020 - I received my O2 bump-up on my (non-Refresh!) tariff last Thurs, and I wait now for VM to honour their side of this no-charge offer to bump me up from M100 to M200 for the remainder of my contract.

On the 15th day after you were successful in getting the result below on MyO2, then go in to whichever side of VMO2, either VM or O2 (all one now, remember?) and ask them nicely what the holdup is ...

Good things come to those who wait 👍

[BigMunro]

I have been trying to apply this but with no success.  I have O2 pay monthly contract.  I have Virgin Media M200 Fibre.

I get this message when I try to apply it:

Thanks for your interest in Volt

You'll be seeing this page for one of three reasons:

1. Your Volt benefits are active

Thanks for taking up Volt. We hope you're making the most of all the exclusive benefits.

2. Your Volt benefits are on the way

We'll let you know you as soon as your Volt benefits have been activated – this can take up to 14 days.

3. You're ineligible for Volt

Virgin Media isn't available at the address below, sorry. But we're always expanding our broadband network, so keep an eye on My O2 to see when Virgin Media becomes available to you. You can also stay up to date by visiting

I already have Virgin at my address and I am certain it isn't in process of being applied.  I think it's because the format for address is slightly different on either bill.  I can't change that, I have tried.

Can anyone help?

[Zheez]

I was getting the message saying it wasn't available at my address until I randomly tried last Saturday (23rd) and it worked straight away.  A few days later on Wednesday 27th my Volt benefits were activated with O2 but had nothing from VM at that point.  I was tempted to get in contact with VM CS to try to get them to activate the speed boost but I decided I really couldn't be bothered with the hassle so I thought I'd just be patient.

That seemed to pay off as today my speed was upgraded from 500Mb to Gig1.  I've not yet had any emails from VM and nothing has changed on my account portal but I noticed my connection drop out so I logged onto the VM hub to see the profile had changed (I already had a Hub 4 despite being on 500Mb so no extra hardware to pay for either).

Can only echo what the others have said, just be patient and wait for it to kick in itself.

[pgn]

So, without shouting, I noticed earlier that something had changed ..

and a quick check of my Broadband Status using the VM tool on the website reported that "some troubleshooting was needed, come back in 20mins, during which time your hub will reboot", and tadaa!

Very happy this evening, thank you VO2lt!

[Sparkilie]

Hi all. My attempt also said, you either already have or it’s not at your address blah blah blah. So I spoke to o2 and they said to wait 7 days (only been 4). Virgin said because I had a reduction already on my account it would cost an extra £1/month for the remainder of my contract. Hard to argue with that. So I didn’t. 15 minutes later my router reset itself and it went from m100 to m200. I know I could’ve been patient and waited for it for free but I had the bit between my teeth and just kept running. 🕺

[CarDex2020]

@BigMunro just wait it took about 10days for everything to kick in for me. Slight differences in the address for example a space in the postcode or st vs street, ave vs Avenue should be built in to be recognized