Like others it seems I having trouble giving VM more money! Odd behaviour for a business
--
Last week I finally decided to bring my mobile phone onto my Virgin Media account.
I chose a package, filled in the online forms, and got a "Contract summary sheet" and "Contract information sheet" sent to me. There was no link to confirm, just an implication that the process will happen, I will get faster home broadband and then O2 will port my existing number across.
Then... nothing.
Some days later I raised the lack of progress as a complaint on the system, got an acknowledgement. A short time later I followed the link to "track progress on my complaint" and found it had simply disappeared.
So I raised another complaint, that the first complaint had disappeared. Guess what - that then disappeared too.
A few days later I get through on chat, and the operative tells me ""As I see there was a technical issue and the package made online didn't go through, hence I have made a new package with the same services you had opt for" - only £25 per month higher than the quote and contract I have.
I am told there is nothing that can be done so I am put on hold for the Customer Relations team. Where I have waited for hours.
https://care.virginmedia.com/care/change-package/my-current-package shows me having the package I want - as if I have it; but https://ebill2.virginmedia.com/ebill3/ViewContract.xhtml shows the old package I no longer want.
I seem to be stuck in limbo between the two packages, which is disappointing for a customer of your broadband services for over 20 years.
Very disappointing.
