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deltaflyer13's avatar
deltaflyer13
Joining in
26 days ago

Ex-UPP Customer wants Flex

I've been with VM since UPP was bought out in 2024. Never had a problem with the service.

We also had Sky Stream and, due to cost, want to move to Flex. However, I can't do anything online, insteead being diverted to live chat. This doesn't have flexability to understand my query.

Ive calles CS and been bounced around to the retentions team and still waiting for a call back some 9 days later.

When they do add flex my cost jumps from 27.50 to 63.00, even though Flex is advertised at 5.00. Apparently, its the XGS network.

Anyone else had these issues and have any ideas what approach to take? I plan to call again this week.

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

    Thanks for reaching out to us deltaflyer13, and a very warm welcome to our Community Forums!

    Sorry to hear of the difficulty you've faced when trying to discuss the possibility of adding Flex to your package and the hike in price, which doesn't reflect an increase of £5.00.

    This may be due to discounts on your existing packaging having existing discounts that may not be compatible with a new service being added.

    Do please give our team a call on 0345 454 1111 or 150 from a Virgin Media landline and our team can review the package change and see if this possible for an agreeable price with you.

    Thanks,

    David_Bn 

    • deltaflyer13's avatar
      deltaflyer13
      Joining in
      23 days ago

      David,

      The 1111 number is/was part of the problem, being bounced from team team and notes not being accurate.

      However, after nearly 2hrs on the phone. I think we're there......