Forum Discussion

HobGoblyn's avatar
HobGoblyn
On our wavelength
6 months ago

Contract up soon, tried to use "Chat Now" nothing happens

My contract is up soon.  I click on

Upgrade Package, Upgrade your package or check out our latest deals for you "Find out more"

I get a new window saying:

-----------------------

Looking for an upgrade?

Chatting to us online is quicker than calling and you may get a better deal

Chat to us now

Chat opening times

Monday-Saturday

8am-8pm

------------------

So I click on the "Chat to us Now" icon and absolutely nothing happens, I tried on safari on both my Mac and iPad, also tried on Chrome 

I then tried a different route where I said I was thinking of canceling, again when I got to the chat icon, it did nothing

Obviously don't want to chat to me then?

 

  • Ayisha_B's avatar
    Ayisha_B
    6 months ago

    Hi HobGoblyn 👋

    A warm welcome back to our Community Forums and thanks for your post.

    i am sorry to hear you are having issues upgrading your package. 

    If you give our Retentions team a call 📞 on 0345 454 1111, they'll be more than happy to assist further. 

    Thanks

  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 months ago

    Hi HobGoblyn 

    You need to have pop ups enabled in your browser for the messenger chat to work.

    Phone calls take priority so if the call centres were too busy then messenger chat, sms, and whatsapp support may be stopped until the call queues subside.

    It looks like you prefer the online chat option but I suggest calling either 150 from a VM landline, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

    You can also speak to the team on WhatsApp on 0780 3089 684 but this method can take 4 to 6 hours as phone calls take priority..

     

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    6 months ago

    Hi HobGoblyn 👋

    A warm welcome back to our Community Forums and thanks for your post.

    i am sorry to hear you are having issues upgrading your package. 

    If you give our Retentions team a call 📞 on 0345 454 1111, they'll be more than happy to assist further. 

    Thanks

  • HobGoblyn's avatar
    HobGoblyn
    On our wavelength
    6 months ago

    Many thanks, phoned the above number, after all the messages saying there’s a long wait time and to press 1 for online link, I waited on the phone and it was answered in about 10 secs lol.

    Excellent deal, now on the Gig 1. Yay,

  • HobGoblyn's avatar
    HobGoblyn
    On our wavelength
    6 months ago

    Hmm.

    Sorted out a deal, triple checked the total monthly price, but it’s showing me £12 more.

    Phoned  you back up, guy said it’s showing as the lower price and hopefully it will sort its self out over the next few days.  Said I had a entertainment pack that has been removed that’s probably causing the problem.

    I may be wrong but I’m pretty sure I was told I would get exactly the same TV package as I’m currently getting, not really bothered as apart from free view channels, everything I watch is streamed on the likes of paramount and Netflix etc.

    Since then I’ve had a further email again confirming my new contract at £12 more than stated. 

    I’ll wait until new hub is here Wednesday as doing something now could cancel my hub (based on previous experience years ago).

    ‘It’s still a little frustrating.

    Now all I’ve got to do is work out how to port my existing phone number to O2 (O2 sim was part of the deal, O2 have sent me my new number but no info on keeping my old one, I’m sure all info will eventually get to me)

    was also told I would get double data as through virgin but it’s not showing on my new o2 account 

  • HobGoblyn's avatar
    HobGoblyn
    On our wavelength
    6 months ago

    Sorted out the number port, hopefully everything else will sort itself out in the next few days

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      6 months ago

      Hi there,

      I'm sorry to hear there's been some confusion regarding the contract amount.

      I'll send you a private message now so I can check this for you.

      Please look out for the envelope in the top right of the page and pop back to me when you can.