I only want to upgrade my phone package but VM make it impossible . I tired to do it via the upgrade button in my account . I received a message to say I couldn’t do it online but had to phone . I tried phoning twice but got a message to say I should do it online . ARRRGH . I tried getting help from the chat line but got into a circular conversation and the virtual agent instructed me do it online . Finally I waited on the phone for 41 minutes for a customer service representative . She spoke quickly with a strong accent that I had difficulty in following . She quoted a high price to upgrade even though my account web page gave me the option of a free upgrade for 12 months . Several times I explained I was in my account and that was the deal quoted there . She asked me for random items from my password but she asked for more letters than I have in my password . I was unwilling to give her my full password when requested so I have had to go in and change my password . She is phoning back in half an hour ( hopefully) Virgin your service is appallingly bad.
It’s cable Lee_R . The customer service member asked me for my full password which I wasn’t happy about disclosing so I suggested that she phone me back at an assigned time today when I had had time to change my password . She did not phone me back so I am no further forward and face going through the same fiasco tomorrow. For a company that promotes itself for being forward looking their web site and customer service are way behind the times . Customer service is awful .
I am truly sorry, I would like to investigate this further for you. To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.