Forum Discussion

ttonk81's avatar
ttonk81
Tuning in
2 months ago

Broken account.

My Virgin Media account is broken; it does not let me make any changes.
I have tried the website, app, a different browser. It makes no difference.

Anytime I try to make a change, it says "Sorry! You are not eligible for this particular offer. Unfortunately you have missed out on this offer but we have plenty of other offerings that you could be interested in."


It does not matter if I am trying to upgrade my broadband speed, upgrade TV, manage My Flex Plan, upgrade to Volt etc, no matter what I try it redirects to the following URL and gives the above error. https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers

I recently contracted (had the same issue beforehand) and spent quite a while on the phone trying to get this sorted out, but nobody could help me with the issue. At the time, I didn't realise the problems with changing the My Flex Plan, so I figured that while I did want to upgrade to 2Gbps internet, I would stay on the 1Gbps as it wasn't worth the hassle.

Something needs to be done to fix my account, and nobody on the phone was able to help, so where do I go from here? I don't care if the account needs to be deleted and set up again, something needs to be done as it can't be left like this!

account
complaint
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Help

12 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 months ago

    Hi ttonk81 

    Thanks for posting and welcome back to the community. Sorry to hear of the online account issue.

    I'll send you a PM now.

  • Sstamp's avatar
    Sstamp
    Just browsing
    2 months ago

    Hi! In also having the same issue, did this get resolved? Ive already contacted the team and they are looking into it.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Sstamp,

      Thanks for your post and welcome to our community.

      We're sorry to hear you're having some issues with the online account.

      What error message are you getting please?

      Could you please try a different browser and deleting the cookies/cache?

      Please pop back to us when you can. 

      • Sstamp's avatar
        Sstamp
        Just browsing
        2 months ago

        Hi! I get the same “sorry you’re not eligible for this offer” on my app on my iphone and on my laptop (windows), whenever i try to access anything other than the main page on my account. E.g. volt benefits and upgrading my broadband package.

        i’m using chrome on my laptop and the my virgin media app and safari on my iphone and i get the same error when on incognito mode as well.

        I have managed to add netflix onto my flex via a link i received when i joined, (https://www.virginmedia.com/support/help/tv/streaming but this is the only thing I've been able to do to my account since i joined a couple of weeks ago. If i try to access flex via the app, website etc i still receive the same error even though I have Netflix on flex now. 

        i have spoke to customer service via the webchat who said they have passed this to the team to look at and have said to contact it not heard anything in 5 days (nothing so far) and they said they would activate volt which i should get in 48 hours (this has passed and i’ve received nothing) 

        Any help would he much appreciated as Volt made it worth whilst signing up to VM, without this i’ll probably cancel my contract and get a better deal elsewhere. 

         

    • ttonk81's avatar
      ttonk81
      Tuning in
      2 months ago

      Im waiting for a reply from IT support. No reply yet and still not fixed.

      • Alex_RM's avatar
        Alex_RM
        Icon for Forum Team rankForum Team
        2 months ago

        Hi ttonk81,

        We appreciate your patience, this is still with the IT team and being looking into.

        Alex_Rm

  • ttonk81's avatar
    ttonk81
    Tuning in
    30 days ago

    Account is still broken, and nothing has been done. This is getting ridiculous now!

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      29 days ago

      Hi ttonk81 👋 Thanks for returning to the thread to keep it updated!

      Sorry to hear you are still chasing support with your My VM account. It looks like you've been back in touch with my colleague via PM too. They will be back in touch to offer further support when possible!

      (Please do be aware reply times can vary depending on staff availability and operating hours.)
      Thanks for your continued patience! 🌞

  • Nickb's avatar
    Nickb
    Joining in
    23 days ago

    Hi John I also had the same issue as you I had strip  my account to the bare minimum  cancelling voice on my account as you can't have the 2gig apparently with addons etc what ive been told via staff members and the only way I'd get on 2gig would be a new account and removing discounts etc I just want fast upload than 10mb I'd be happy with 20mb

    Anyways contract was coming to an end anyway after doing this the spice for the broadband went to £78 and the bill went to £92 

    Then loads of glitches was happening seeing different routes of ways of seeing offers etc even seen a page for downgrading the speed online which never seen before and the app was useless just looping 

    So that then made me think is it a something restricting on the account like a volt code as u can't have 2gig with volt e it her I've spoken to different staff it's unbelievable no one is on the same wave length different answers not a clue

    Anyways I got to this link

    https://care.virginmedia.com/care/change-package/hold?u_journey=90015&p_tier=DS_2233A1

    Then I started messin with in private mode which then give me the option to see what speeds is on your postcode and logged me out the account I accidently clicked o  the wrong house number there it was 2000 gig2 new customer offer 69.99 changed me door number to the correct one ok so asked me to join so put it in the mrs name credit check booked engineer happy days

    Next day your order has even cancelled already active service here

    They need to sort this out soon as some one else offers faster services than vm in my area I'll be looking at competitive 

    There is a fault in your system some where or it's to big job for existing customers to get the 2gig 

    Am not really bothered about download but there should be more varrity if you want an addon for the 1gig service for a certain cost per month £5 to double ya upload just an idea 

    Hopefully some one  wil' reach out and knows what's going on or fix to show the upgrade option

     

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      23 days ago

      Hi Nickb, thank you for your post.

      We're sorry to hear about the issues you've been having when trying to upgrade to Gig2 😔

      When you were advised that your order had been cancelled, was any further information provided (beyond what you've already stated) and were you given the option to query it at all?

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel