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Black Friday No Option to upgrade
I have received an email giving the option to upgrade my broadband to 1gb for £3 a month without affecting my contract term. When I click through the link it takes me to a chat to us screen instead of showing the offer. I have tried again today and the same thing happened. I received the email on Monday. I have seen a similar post just now here. Don’t know if there’s a solution thanks.
Black Friday deal. No option to upgrade package
I received an email advertising Black Friday deals, with an option to upgrade to 1 gig Broadband for an extra £3 per month. When I try to do this online I am sent to a screen that says Looking for an upgrade? Chat to us now. However, the chat team have told me that I can only do this upgrade online. I raised a complaint, but was told that they cannot help me. Should it be possible to upgrade your Broadband package online? Ever since I signed up I have only ever had the Chat to us now screen. Or, should the Chat team be able to upgrade me, as per the Black Friday deals for existing customers? Surely it is in Virgin Media’s interest to get more money out of me for an upgrade, yet I don’t seem to have a way forward. Please point me in the right direction.
Cannot sign it to VM
I have been round and round help and support for several weeks now. It started when I tried to log-in and my password was not recognised. I tried to reset by getting a link sent to that email, but the password failed there too. I wanted to check my recent bill. I asked support to reset it to an ntlworld that is my main email. They said they would do this in 24hrs. 3 days later I called again. It would be done in 24hrs they said again. As an aside they also raised a complaint. I got an email saying they had tried to contact me but I had not answered. The email even specified times. I checked all my phones and devices, no missed calls. Isn't that just very annoying. They also said they had resolved the issue by offering me extra support to understand billing. That just adds salt to the wound (as well as being gibberish). I called again. Went round in various circles but was walked through the "New" sign on procedure - allocating backup mails etc. Almost there, however when I tried to give my account details to link the emails to - THEY COULD NOT BE FOUND!!!! Another call accidently gave me a clue to all this. As I was walked through it again I found: 1. I cannot use an ntlworld address. So all my earlier calls abut reallocating in were wasted. 2. It seems likely that I cant use any of my email addresses as they are versions of my name, and not secure. They are only not secure if someone on the inside wants to do things to my account!!!! What is not secure is not being able to check the details of my bills. All my (3) email addresses are versions of my name - an early adopter and able to get those email addresses. I am unwilling to sign up for at least 2 more emails just for VM I would rather leave than do that. I think being locked out by VMs actions could constitute a breach of contract (supply) as I cant access detail of my bills. I suppose I could use an android phone with fingerprint etc but would still need to use an email address as my username. Catch 22!!!!!! So I guess they need to help or lose a customer."Something has gone wrong on our side"
I recently joined virgin broadband and when i went "manage my settings" primarily turn parental control off its comes up with the following, no matter what app i try or if i try on my phone or PC. For note the WIFI was installed on the 17/11/25 At first i thought it was just a one night thing but nearly a week later with no service outages i dont understand ( wifi is working fantastically well in term of speeds)Unable to see new account in app after moving house
Hi, we moved home I called Virgin to help move the connection to new place. The person on the phone signed me up to a new tariff for the bundle I had. In the process a new account was created for me which I wasn’t aware of. My virgin media app is accessed through my primary email but it’s still linked to the old account which is now inactive. There appears to be no way to de-linking the old account number and linking the new account number to my virgin media app. I don’t really want to set up a new account with different email as I don’t access it and will likely miss important emails. The strange thing is that Virgin do have my current email on the new account as I get emails from them but cannot get online to view my account. Will be grateful if old account can be de-linked and new account linked to my login. Thanks,Hub 5x not compatible with Connect App WHY!!!!!
I need to manage my children's internet access. I've was told by the sales rep this was all done though the Virgin Media Connect App. Now I'm told after 2 weeks, 5 call, and an engineer visit. That because I have a Hub 5x, I can't. I used 3 different phone, two laptops and 4 browsers. Uninstalled the app many times, cleared cache/site data. Many many times. I took time off of work to wait for the engineer, and spent countless extremely frustrating hours trying to resolve this. I have kids that have unrestricted access to the web and no screen limits. I can connected to the hub at 192.168.0.1 and block devices using MAC filters, but this is a joke surly! I will be canceling my package as soon as I have and alternative. I'm not paying a penny. In fact I will send virgin the bill for my wasted time (not that I expect them to pay it). To add some context, I am a web developer. I totally understand how this should work, and that it is beyond belief, that a large company should be able to rollout hardware this incomplete.Can't access settings or My Virgin Media.
So firstly, I have tried to get this sorted over the phone and it got escalated to the backend engineers. They called me once and said the problem has been solved, it has not been solved. Since the 6th of November (When I had VM broadband installed at my property), I have not been able to access the settings or properly log into my account. It presents me with this message on google chrome: """ Bad Request Your browser sent a request that this server could not understand. Size of a request header field exceeds server limit. """ And this message on the IOS app: "Oops, looks like something's gone wrong on our side. Please try again" And inspecting the element on both Edge and Google chrome I can see that it sent out a GET and got a error code 400 bad request. I have tried clearing my cookies and logging on however that also hasn't worked. I have a little more control in general on the My VM IOS app than on PC, as I can at least see the "Your package" tab and the service status. Everything breaks when I go into Settings--> Broadband--> Manage Virgin Media Settings. That's when it gives me the error message beginning with "oops". Any help would be appreciated although I feel this is a deeply technical bug on Virgin Media's side as opposed to the client side.
Poor Wi-Fi - how do we get the pods we are entitled to!?
I am having trouble with my internet speed / connection and have called virgin multiple times to try and get the Wi-Fi booster pods that we are entitled to as it’s in our package and each time we have rang no one is listening or willing to send us our pods. How else can we request these please!? Fed up of not being able to watch anything on tv due to poor Wi-Fi upstairs
