Forum Discussion

Sarah1161's avatar
Sarah1161
Joining in
5 months ago

Upgrading packages

I have spent the best part of an hour trying to renew my package as I’m out of contact. The web chat kept glitching and dropping out putting me right back to the beginning a couple of times 

Eventually I got as far as being sent pre contract documents which I’ve authorised before losing chat contact. I’ve now had a further 6 SMS messages telling me to authorise and when I get there it tells me I’ve already authorised them. 

I still have no idea if I’ve renewed my contract on the agreed terms. How can I confirm it’s been completed? 

any help appreciated 

Sarah

3 Replies

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  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    5 months ago

    Hello Sarah,

    Welcome back to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your package change. Have you had any further confirmation since you last posted? 

    Kind Regards,

    Steven_L

  • Sarah1161's avatar
    Sarah1161
    Joining in
    5 months ago

    no nothing in writing to confirm and my virgin media showing no changes

    • Gareth_L's avatar
      Gareth_L
      Forum Team (Retired)
      5 months ago

      Thanks for replying Sarah.

      Looks like we will need to step in to access your account and make sure everything has gone through okay.

      If you don't mind, I'll need to send you a private message to pass security. 
      If you can check the envelope at the top right of your screen, that would be great. 
      Gareth_L