Virgin Media Community

[drljames]

I have talk anytime, m350 broadband and MaxIt TV. My contract and discount comes to a end backend of April.

I tried live chat to see what options there were open to me, i was told that as an existing customer I could upgrade to the Oomph package £99. But because I was waiting on the Superpod trial device.. my account couldnt be changed until that was in.. Also mentione there was a "special" team than dealt with Oomph.. that werent on chat and i would have to call 150 (options 1 and then 1.

I tried to call last night, ended up on the text service to be told again.. needed to speak to someone in the Oomph team.

Called this morning, spoke too somone who checked my account, upgrade to Oomph is 130+ quid.

I mentioned the £99 i was told on chat. Nothing.

Any advice?

[newapollo]

VM systems can be a nightmare and often if a process such as an addition or regrade is being processed then no further changes can be actioned until that process completes. Your best option would be to speak to the retentions team (thinking of leaving us) options 1,1, 4 and 4, as they have access to more systems and you should be able to negotiate a better deal with them. However as stated you may need to wait until the Superpod trial device has been actioned.

[drljames]

Seems its harder than i thought to get the Oomph package.

The "best" i was offered this time was keep the same package I am on now but add a sim card with unlimited calls/texts and 5GB.. discounted to 82 a month

[newapollo]

Try calling again closer to the end of your current contract as offers vary all the time, plus you be able to negotiate a better price when in the last 30 days.

[drljames]

Does anyone know if there is a specialist oomph team?

Live chat and test services keep suggesting calling and speaking to them. When i call.. no sign of them 🙂

I have had an offer made via live chat, but couldnt action it due to the order for the trial superpod!

"Rhea

 at 13:14, Feb 16:

I understand and you can have Ultimate Oomph Bundle for £99/month for 18-month contract (£139 thereafter) with £35 activation fee.

• Our TV  Service + Sky Sports HD + Sky Cinema + Kids Pick + Virgin TV 360 and a mini box with over 260 channels including BT Sport in 4K Ultra HD.

• Exclusive ultrafast average speeds of 516Mbps plus our new Intelligent WiFi. - a clever tech app that automatically sorts out any wifi issues for you!

• Free anytime calls to UK landlines and mobiles, plus 0845/0870 numbers. 

• Truly Unlimited SIM (Unlimited data, minutes and texts)"

[drljames]

I chatted via live chat just. They agreed to add the deal to my account. But went on to say I couldnt upgrade today due to convid restrictions. Because Oomph required a second box and needed an engineer (they didnt ask me if i had cabling in place).

I was told a few days ago, that i could have upgraded but the 2nd box wouldnt be installed until the restrictions were lifted.

I asked if that meant that VM were not taking on any new customers? 

[drljames]

Sorted got through and spoke to a nice scotish lady.

Gave me the deal i wanted and 2nd box is being installed on the 2nd.

🙂

[luk34dd0]

I tried myself yesterday and the day before via chat to see if I could upgrade but was told I had the outstanding order on my account for the Pod trial that would need to be activated. Yesterday, they told me I'd have to activate the Pod by calling.

I made a call to the 0800 activation number, after almost an hour, someone answered and told me that the Pod does not need activating. I said I was told it would have to be so I could look at upgrades. They insisted it didn't and I was misinformed.

Still though I have the outstanding order showing if I log in to the Virgin Media website via my PC. On the app, on my phone, it doesn't show.

If I try to look for offers via my PC/web browser, I just get an error message.

No one seem to be able to help me look at upgrades! I'll willing to spend more money here!

Honestly, I've never come across such a shambles of different departments that give incorrect information and/or can't help. The best help I've received with the many issues I've had since joining VM has been via these forums.

Which number did you call to get sort out @drljames?

[drljames]

It was a pain.

I tried multiple livechats. Told various differing info each time. Also was told account was locked due to pod order. 

Once confirmed as delivered though that bit was OK.

I used the 150 then followed the options to thinking about leaving. 

Spoke to a Scottish lady who was spot on.

Explained to her I was paying 74 a month which will go up to 96 at the end of April.

I heard and was offered the ultimate oomph package for 99 for 18 months. 

Ten mins later all sorted.

My advice is to keep calling until you find someone Scottish:)

[luk34dd0]

Thanks for the help! I'll keep trying for a Scottish lady 😂