If I do a postcode check on a fresh browser, Gig1 is available at my address. Woo! I can even start the process to sign up, and it gives me all the costs for that as a BB only service. Excellent! Time to log in to my VM account and get that started.
Except...in my VM account, the highest I can go, no matter what type of package I select, is M200, which i'm already on. It shows me as being maxed out. So front page, Gig1, My account, M200? What gives?
So on 13/07 I tweet VM, asking them what's up. They respond on 17/07, telling me to text their "automated service" on a regular 07 number. I say that's kinda sketchy, can I DM instead, they say they can't do that, just text, it's fine. So I do.
No reply for a few hours, so I tweet back, they tell me the team is busier than normal (so its not automated?), but they'll get to me when they can.
Tonight, I got bored of waiting for the text service that clearly doesn't work, and despite REALLY not wanting to bother a call centre worker with this during the pandemic, I tried to call. The best option I could get was to add/remove a package. The only option after that was for them to...send me a text. So I pressed 1, and they said "Great, we've sent you a text, just reply!"
Except unsurprisingly, there is no text to be seen.
I really don't want to be a whining customer, especially not at this time...but I'm trying to spend more money, and presumably, renew my contract. I'd assume even at the worst of times, there's always a team available that's willing to take more money. How on earth do I get through to them?
I really don't want to go through the whole rigamarole of pretending i'm an angry customer that wants to leave, and getting through to the retentions department who will work out what i'm doing within 30 seconds because that's all they deal with all day.
Thanks for anybody with advice.