Black Friday upgrade not applying to my account?

[LukeT11]

Hi,

I have seen a few people post to day that their Black Friday deal has not applied to their account. I am also one of those unfortunate ones! I have a confirmation email, with an order reference number from Virgin Media along with the Virgin Media Contract Summary Sheet and Virgin Media Contract Information Sheet.

I also called up today to ask where my order is and was told that they have no idea but can process the same deal for £5 more per month, to which I politely declined because I already made the purchase lol.

Is this some form of scam to get customers to upgrade and pay more, but then tell them they actually have to pay even more to get what they had signed up for? Poor tactic if so. Very poor!

Anyone else had this and had it resolved?

[Tractorboy]

I did get is resolved eventually , but a long story , bottom line is I cancelled the contract and gave 30 days notice.After that I got a call back from the exec team offering an even better deal. I did also lodge a complaint early in the process.I was told that the original order was not processed due due a complication with Netflix ( sounds beleivable given VM's long history of problems applying Netflix correctly!)

[LukeT11]

same issue here. I have been on 4 separate calls, have been asked to send email proof over (which I did, then had the phone put down on me) and also had someone on this forum from VM message me yesterday, although since sending the proof of purchase again, have been ignored. Nobody on the calls, nor the people messaging me yesterday have been able to help. All I have been told is to wait 2 weeks and 'let's see if it shows up'... I am guessing it won't show up though. Typical VM...

[LukeT11]

Same issue here. I have been on 4 separate calls, have been asked to send email proof over (which I did, then had the phone put down on me) and also had someone on this forum from VM message me yesterday, although since sending the proof of purchase again, have been ignored. Nobody on the calls, nor the people messaging me yesterday have been able to help. All I have been told is to wait 2 weeks and 'let's see if it shows up'... I am guessing it won't show up though. Typical VM...

[A2GMAN]

mine was an odd one. From going back and 4wards for the offer broadband black friday from 25 percent to 50 percent. To the mess of gettting an email about upgradeing from 250 to 500 for an extra 9 pound a month. this isnt the best thing that has gone well. even i am not happie. 

[LukeT11]

Looks like VM are now deleting posts. I am guessing they don't want other potential customers seeing them. Typical. Nobody is responding to any of my messages either and whenever I call, I get hung up on. What is going on man?

[Rox2]

I've had the same issue, called up today and offered me a price but on the contract it doesn't state a promotional discount which I was told to wait 7 days and this would be applied. The promotional discount would take it to the price I have a contract for during the black Friday deals. I'm not happy as I have nothing about this discount in writing and I am supposed to take the advisors word. I'm calling back up tomorrow to cancel my contract. 

[jackgregory92]

Same issue here… unless they pull there finger out it looks like I might be moving away. This service is shocking 

[kamerzamir786]

I have had this same issue and I called up and was told that the cost they can give it to me for was £38 a month. I was very clear to them that this is the price that I am getting online and I also asked what the set up fee of £35 was for. I asked if this could be waived as I am an existing customer for 8 years and am looking to upgrade. 

The representative on the other end of the phone was very unhelpful and did not even try to assist me. 

[Sabrina_B]

Hi @LukeT11, @Rox2 & @jackgregory92 👋.

Thanks for reaching out to us and apologies for the issues that you have had with any package upgrades, we can certainly assist you in this matter. We would need to bring each of you in for a private message to discuss this and resolve. 

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