Forum Discussion

Tempest3K's avatar
Tempest3K
Tuning in
2 months ago

Customer-Exclusion page upgrades/changes

Since signing up over 12 months ago I have been unable to make any changes/upgrades via my account as I just get routed to a 'customer-exclusion' page (I had assumed this was down to being a new nexfibre connection at first) and directed to the worse than useless webchat who offer £60 as a good deal for M250 when asked about an upgrade.....

Add this to the absence of modem mode on the hub 5x and I can't wait to end contract in a few months time - this is just dire!

  • Tempest3K's avatar
    Tempest3K
    Tuning in
    30 days ago

    Typical Virgin then - I'd hoped that they might have improved slightly since my last time as a customer over 10 years ago. Guess I'm back off to an Openreach provider as soon as they get the fibre laid (due by 2026).

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      30 days ago

      Hi Tempest3K,

      We're sorry you've been unable to make any changes to your package via your online account. When it gets closer to your contract renewal date, you should then see renewal offers via the online My Virgin Media account here  You can also contact the team at that time if you'd prefer to speak with someone. You can reach the team on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone. 

      If you have any questions, please pop back to us and we'd be happy to help. 
       

      • Tempest3K's avatar
        Tempest3K
        Tuning in
        29 days ago

        Speaking to the team doesn't work when you've lost your voice (which flags a accessibility issue with your customer service) and Webchat takes an hour or more to then get stupid offers like the one in my original post. 

        Why have a portal if you aren't going to offer basic functionality through it? It's like VMO2 don't want to take my money (unless it's an outrageous mid contract price increase....).