Forum Discussion

johnnyt74's avatar
johnnyt74
On our wavelength
26 days ago

Customer-Exclusion page upgrades/changes

I had a problem earlier accessing this URL:

https://www.virginmedia.com/support/help/change-my-package/my-current-package

This has now been resolved by a kindly soul on here but, when I access it, I've noticed my browser URL changes from:

https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers

To :

https://www.virginmedia.com/support/help/change-my-package/my-current-package/customer-exclusion

And I only get the option to open a Chat window? How do I see the actual offers? And why am I redirected to "customer exclusion"? 

Many thanks for any help you can give me.

 

 

6 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    26 days ago

    Hi johnnyt74,

    We're sorry to hear you're having some issues accessing the package page.

    Just to clarify please, are you signed into your online account? 

    Can you send us a screenshot please of what you're seeing?

    We can then review this and advise further.

    Please pop back to us when you can. 

  • johnnyt74's avatar
    johnnyt74
    On our wavelength
    19 days ago

    Hi Vikki, sorry for the late reply I've been away.

    Yes, I am signed in when it happens. I get redirected to here:

     

    I've actually since phoned up and renewed my deal but can see lots and lots of unhappy people on TrustPilot so presuming that these issues aren't just plaguing me. The website is really broken.

    I had to laugh the other day as I clicked to turn ON newsletters and the website said "Sorry to see you go!" :) :)

     

  • johnnyt74's avatar
    johnnyt74
    On our wavelength
    19 days ago

    PS. I did click the "Chat to us now" link and it was awful. I went through it twice and both times the people I spoke to were either deliberately belligerent or just didn't want to know. I absolutely dread having to deal with Virgin in any way now and always just pray it keeps working.

    The only decent customer service left in Virgin is via this forum. 

    Shame as it used to have really good customer service which was what attracted me to Virgin in the first place.

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

      Hi johnnyt74, thank you for your response.

      We're really sorry to hear you feel this way 😔

      We always take on board feedback we receive and will certainly pass this along to the relevant teams.

      Regards,
      Daniel

  • johnnyt74's avatar
    johnnyt74
    On our wavelength
    19 days ago

    Thanks Daniel

    Although I'm pretty sure it won't be a surprise to the relevant teams. Just a quick look on TrustPilot and it shows that over 78,000 people rate Virgin Media either 1 or 2 stars:

     

    I bet that was over 4 stars back in the day when Virgin Media first started.

    But, I do appreciate all the hard work that the people on this forum put in and this seems like the last stronghold of decent customer service. Long may it continue...

  • unisoft's avatar
    unisoft
    Super solver
    18 days ago

    Are you in contract still? This message normally appears because they have no offers whilst you are still in contract. At the end, or near the end, the offers may show up.

    I got it all the time for years and years when a customer. Strangely, since leaving and coming back, I get offers during contract but only to take further services and begin a new contract period.