Forum Discussion

stuart1971's avatar
stuart1971
Tuning in
26 days ago
Solved

Upgrade problems no help from System chat.

Ok so I am sorry Just chasing advice.

I placed an order for 1 gig BB upgrade (as my hub 3 is on redlight after being with me for a number of years.)on 11th Jan 2025 checked the email I was sent and said it would be sorted by today.

Checked it and on my upgrades says order on its way and then on checking the delivery says no order.

I had a long convo with a very unhelpful person on system chat, who confirmed no order was on my account, then tried to get me to commit to a inflated offer movies etc, told me my offer was not an for virgin members only new ones, even though it was an upgrade through my account and not an offer.

When I refused the offer and asked for confirmation that no order was linked with me and I would chase another way, He then said I had made a purchase today (14th January) and would have to wait 14 days before I could check,which I politely noted to the rep I had refused all offers and that if I waited I would be past the cool off period so I did not wish to do that.

Again he said I had purchased today (14th) I pasted the chat to show I refused his offer and that I would not be interested in the upgrade. I asked for him to just confirm no order was on my account. He left the chat.

So sorry for the long winded message but How would be best to get this resolved, I would of still taken an upgrade if it had been for the price I was quoted and not the extra he wanted me to take out. My account still shows The upgrade on its way and delivery no orders to my account.

Again sorry for the long winded message... Many thanks for any advice on where to take this as I feel another hour or so on a chat box would just be the same answers.

Thank you Stuart

  • Paul_DN's avatar
    Paul_DN
    26 days ago

    Hi Stuart1971,

    Thank you for reaching out to us in our community and welcome, I am sorry to hear an offer you took online isn't showing on your account, there may be a few reasons including the offer not being available, I would like to taker closer look for you, if the offer isn't available I can see what is, I have sent you an invite into a private chat, please look out for a white envelope to accept.

    Regards

    Paul.

     

    • stuart1971's avatar
      stuart1971
      Tuning in

      Hi thanks for asking, I thought I would take advantage of the upgraded speed to 1 gig for an extra few pounds a month. From what I have been told a hub 3 wont take 1 gig. So as My hub has recently developed the red light (still working fine though) I decided to upgrade.

      • roy247's avatar
        roy247
        Superstar

        If you have just ordered from the Virgin media website it might well have been an offer for new customers.

        If you had received an email offering you an upgrade that would be a different matter.

        Make sure you have screenshots to show the forum team.