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.
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.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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?
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?