Upgrade Option never works on app or online.

I’ve been a virgin media customer for quite a few months now, I’ve been told by few people I know that they get offers online from time to time however mines never worked! Not even on Black Fridays etc. all I get is chat now or call this number to upgrade. Also my account is glitchy as it tells me to subscribe to get a certain channel but I already pay for the channel it’s telling me to subscribe to. 

Any help would be appreciated