Virgin Media Community

[manofkent1]

For some time I have been unable to upgrade my TV service or broadband via my account online. If I click on the option to upgrade I get the message ..oops something went wrong. Sorry we're unable to change your package online.  When calling, a message says there will be a very long wait and it is for urgent callers only. It is not a problem you can resolve by visiting their website. 

Does anyone have any ideas how I can resolve this. 

[newapollo · Accepted solution]

Hi manofkent1,

If in the the upgrades and offers section you see an Oops something went wrong message, it's because you either already have a discount and the systems require an extra bit of manipulation by the agents to set up any new discounts, or because the package you are on is no longer sold and again requires the extra manipulation by agents to change the package.

If you don't want to be tied up on the phone then you could try the text messaging service. Just send  a text with a description of regrade  to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It's not instant and may take a few days. 

If I were you then i would persist on the phoneline, have the phone on loudspeaker and don't hang up. If phoning it's best to call first thing on a morning, 8am, as it's less busy then.  Dial 150 from your Virgin landline, or 0345 454 1111, Options 1,1 and 4 Changes to your package

[manofkent1]

Thanks for your suggestion and have tried this but I have spoken on line and on the phone but they are unable to fix it. I think it is more of a case of not being bothered than can't.  I have emailed in a complaint but no reply yet.