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 nexf...
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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).
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.
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....).
Hello again, thanks for your reply.
We can have a look at your account to make sure it's been flagged as an accessibility account.
What we could also do is run through some offers for upgrading.
I'll send you a private message anyway.
If you can check the logo at the top right of your screen that would be great.
Gareth_L
