Facing problem with support, UPGRADING THE PACKAGE !

[Alex47]

Hey, Last days i decide to upgrade my package and my email are blueyonder.co.uk which mean i need to update it for setting up the memorable passwords, anyway i did everything good and i set my memorable so now i have goes to speak with support at LIVE CHAT,

I clear all securité question and after that every support telling me we cant upgrade the package and on the website i dont have any option to get upgraded to this package by myself, i speaked with support at 2024/01/03-2024/01/04-2024/01/06, so thats so bad speaking like 3 days and at last they telling me that we had an issue and we are unable to do changes on your account

I want know the reasons if my account had problem or there a problem with system of virgin media !

[Kath_P]

Hi Alex47, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with upgrading your package. This could fail for a number of reasons. It could be due there being an outstanding balance on the account, the new package cost may come over the maximum we can offer you or there may be technical issues such as being unable to offer a certain speed due to there being an issue in your area or something like that. It could potentially be an issue if you have a certain discount on your account too as these are sometimes connected to specific packages. 

We are unable to do package changes via the Community however we can have a look to see if there is anything noted on the account to show why the team have been unable to make changes but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,