Virgin Media was forced to issue an apology after it sent an email to customers on Friday promising "faster broadband, for less" but then retracted the promise five hours later.
The first email, sent around 6pm, said its current customers would be given "nice extras" to make them smile, including a speed boost from 'up to 100Mbit/s' to 'up to 120Mbit/s' for the same price as its 50Mbit/s Broadband XXL service.
The email also detailed Virgin Media's plans to upgrade its fibre optic network over the next 18 months.
"As part of this upgrade, you may have seen we'll be doubling many of our customers' broadband speeds. But, because you already get our fastest broadband, we're upgrading you to up to 120Mbit/s and giving you a discount instead," the email claimed.
However, just before midnight some customers found out they did not qualify for the special offer after all.
"Oops! That last email. 100Mbit/s Broadband Announcement, was sent in error," said the second email.
"Please ignore this, and rest assured current Virgin Media Cable Broadband customers will be receiving some good news about their broadband in the next two weeks. We apologise for any inconvenience caused."
Virgin Media has since issued a statement, explaining that the email was only meant for its 100Mbit/s customers, even though it was sent to those on lower speed services.
"We're sorry for any misunderstanding and will be writing to customers again soon to clarify how the upgrade will affect them," said a Virgin Media spokesperson.
"In the meantime, as part of our double speed programme we are delighted to confirm that 50Mbit/s customers will actually be upgraded to 120Mbit/s, meaning even more Virgin Media customers will be able to take advantage of the fastest broadband speeds in the UK."
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