I am an old Cable and Wireless / Telewest / NTL customer. Ever since Virgin bought them out I havent been able see certain parts of the Virgin website -- it crashes out. Its not the browser, its not my PC, I have had this happen for nearly a decade!
I imagine I am on an old database and need migrated to where you have the brunt of your customers.
I get that too and assumed it was because I am in contract so any changes do need to be negotiated on the phone.
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
I'm a fairly new customer and have the same issue - I see the "Oops! Something went wrong. Sorry, we’re unable to change your package online." message and have done since being with VM (beginning of January 2021).
Edit: I've just got off the phone after speaking to someone about different upgrade prices. I decided not to upgrade anything but at the end of the call they said, in future, you can log into your account to make any changes and see upgrades.
I told them that I've never been able to and others that have been with VM for years can't either.
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, or because the package you are on is no longer sold and requires 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 may take a few days.
You can also call 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 4 (Changes to your package) butbest to call at 8am to avoid call queues, or late afternoon around teatime
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
But even if what you say is true @newapollo, which I'm not convinced because that button didn't work when I was on standard package, it's still a bug that should be fixed. I.e. message should be "You cannot upgrade on-line because ..." not "Oops, something went wrong ...".
Thanks for the post and sorry to hear of the trouble.
We don't handle package changes of cancellations over the forum but you can do so with the team on 150/0345 454 1111 or if you text the team on 0753 305 1809 and answer all the automatic questions your query will be popped over to the team for assistance.