Forum Discussion

shb58's avatar
shb58
Tuning in
23 days ago
Solved

Black Friday deal. No option to upgrade package

I received an email advertising Black Friday deals, with an option to upgrade to 1 gig Broadband for an extra £3 per month. When I try to do this online I am sent to a screen that says Looking for an upgrade? Chat to us now.  However, the chat team have told me that I can only do this upgrade online. I raised a complaint, but was told that they cannot help me.
Should it be possible to upgrade your Broadband package online?  Ever since I signed up I have only ever had the Chat to us now screen.  Or, should the Chat team be able to upgrade me, as per the Black Friday deals for existing customers?

Surely it is in Virgin Media’s interest to get more money out of me for an upgrade, yet I don’t seem to have a way forward.  Please point me in the right direction.

  • Sabrina_B's avatar
    Sabrina_B
    23 days ago

    Thanks for the update on this shb58, it can be related to the discounts that you may have on your account. With these deals you and other customers would of been selected to benefit from such deals. So that we can take a further look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

3 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    23 days ago

    Hi shb58 

    Welcome to the Community Forums. 
    Sorry to hear of your concerns with upgrading your services with an offer you've seen. 
    How have you received, or where did you see this offer, was this through your email or text to your registered contacts, or online somewhere? 
    Have you been able to register and link your Virgin Media O2 ID? 

  • shb58's avatar
    shb58
    Tuning in
    23 days ago

    I received an email to my VM registered email address. It was specifically to me (mentioned my name). Yes, I registered and linked my Virgin Media O2 ID when I first joined Virgin Media (and O2) in August. My current package is displayed correctly (online in the app) as M500 Volt speed boost (with M350 crossed out as I am with O2). However, I can’t upgrade as I am always directed to the Chat screen.

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      23 days ago

      Thanks for the update on this shb58, it can be related to the discounts that you may have on your account. With these deals you and other customers would of been selected to benefit from such deals. So that we can take a further look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

       

      Thanks.

       

      Sabrina