Forum Discussion

Stevej54's avatar
Stevej54
On our wavelength
3 months ago

Upgrade online

I recently upgraded using my Virgin media app , I added mixit tv for an extra 5 quid a month . I got a confirmation email but then heard nothing and my orders werent updated . I contacted support and they said there was no record of the order and that she could do the same offer for 35 quid lol. I complained but didnt get anywhere so did the order again , and the same has happened ! Is this Virgin trying to get us to spend more money as when i asked why the girl on the phone couldnt put the 5 quid order through she didnt know why but couldnt do it !? Ridiculous !

I am at the end of my tether with all this , so could someone please help , all I want is to get the box and tv back , thats all !! Why is everything so blooming difficult ? And why does it take 2 weeks ??

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    3 months ago

    Some have speculated, given the frequency of this behaviour, that it is all an elaborate bait and switch marketing operation to get you signed up again but on a more expensive and profitable contract than you initially opted in for. Although VM Ltd has not got the best record in the industry for legal and regulatory compliance the real problem with this speculation is that it assumes that VM has a range of slick, modern operations all working together in a skillful and well oiled way to facilitate this trickery. This is however not the VM way. 

    • Stevej54's avatar
      Stevej54
      On our wavelength
      3 months ago

      Well I also had the constant phone calls , I told them I didnt want to upgrade my speed to 1gb as ive had it before and its complete overkill for an ordinary family , my son even plays online ! She said ' well I hope your speed stays like that @ and put the phone down , so I complained , didnt get anywhere though! I've just about had it with VM , they just dont seem to care anymore , its definitely got worse ! Then I spent a whole day on chat trying to get someone to understand this online offer problem and it was ' Computer says no' and then they just proceeded to try and sell me more packages that I didnt want !

  • Stevej54's avatar
    Stevej54
    On our wavelength
    3 months ago

    So , I’ve just contacted Virgin and they have no record of my order again !! This is totally unacceptable ! What’s going on ?? Surely if you order something on your app online and get a confirmation email it should happen straight away ? Shouldn’t it ??

    Is anyone from Virgin going to sort this out or do I have to put a formal complaint into the ombudsman this time ??

    • David_Bn's avatar
      David_Bn
      Forum Team
      3 months ago

      Thanks for reaching out to us Stevej54, and welcome back to our Community Forums!

      Sorry to hear of the issues experienced with the attempted package renewal.

      Are you able to confirm if you have any documentation that confirms the new package price, complete with it's contents?

      Thanks

      David_Bn

      • Stevej54's avatar
        Stevej54
        On our wavelength
        3 months ago

        Yes ive already posted the email confirmation I got , as follows