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Cloddy
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Changing your package online - or not.

Why can't I change my package online? Why do I always get this message?

"We're sorry, but we're unable to change your package online. We'll be happy to do it for you over the phone, and it'll only take a few minutes. Please call us on 0345 454 1111 to speak to someone who can help."

And why does this message point to an 0345 number instead of telling me to ring 150?

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Superuser
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Message 2 of 6
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Re: Changing your package online - or not.

not sure seems some can and some cannot but i would never do it online as not all options are shown - always better to ring retentions - they can look at packages and give the best [lowest] price 

dial 150 or 0345 454 1111 and follow the prompts to - you are thinking of leaving us - dont worry about that they do much more - open 'till 8pm - 6pm on saturdays - closed sunday and the plus is its a UK call centre

____________________

Tony
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Forum Team
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Message 3 of 6
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Re: Changing your package online - or not.

Hi Cloddy

I appreciate that not being able to change the package online via My Virgin Media is an inconvenience and I do apologise about this.

I can give you some examples but for data protection reasons cannot say which one is causing the issue for you.  If you recognise a discount then you'll know it's the one causing the issue here.

The list of packages that would now no longer show on My Virgin Media for the My Offers & Upgrades include:

  • Staff packages – No staff can access this portal.
  • Mates Rates customers.
  • 3rd party retail packages- companies that offer direct discounts via our system not applied by us but added to the VM account eg Carphone Warehouse, Forces Discounts.
  • Tribe offers- customers working for 3rd party Virgin companies may benefit from a Tribe discount which means the access to the portal is no longer available.
  • Legacy offers- customers on older packages with discounts we no longer provision would not be able to view offers online as removal of these older discounts may amend their discount and remove their legacy discount.

As @-tony- mentioned, to look at this with us and review the services it would be great if you could get in touch with us via 150 or 0345 454 1111 or via Webchat  where our teams can clear security with you and work to resolve any issues you have with the upgrades.

Let us know how you get on Smiley Very Happy

Karen_A

Merry Christmas and a Happy New Year



Nadolig Llawen a Blwyddyn Newydd Dda




Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Cloddy
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Message 4 of 6
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Re: Changing your package online - or not.

Thanks, Karen.

I've signed up for a V6 (due for installation April 18th) so I'll see how things look after that.

Cheers,
Graham
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ap95
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Message 5 of 6
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Re: Changing your package online - or not.

I think it's possible you might be in a promotional period in your package, that's why you might be getting this error message as you tend to lose your promotion if you upgrade your package
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arrgee1991
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Message 6 of 6
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Re: Changing your package online - or not.

I did change mine online and regretted it.  The offer "£60/month for first 12 months and £83/month thereafter including line rental" was not processed correctly and now I have to pay £8/month extra to go back to what I had previously.  I wish I had had that message last week.

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