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Sorry, we’re unable to change your package online.

I have recently come to the end of my contact and for 'Vivid 100' broadband and am horrified to see that the current M100 is nearly half what I am paying. I have tried to change my package online but receive a message:

Oops! Something went wrong.

Sorry, we’re unable to change your package online.

Calling 'Customer Service' is painful at the moment and I was hoping there would be another way to contact Virgin to haver this changed.  Does anyone have any suggestions apart from sitting on hold for an hour or so?

Thanks

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Forum Team
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Message 2 of 6
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Re: Sorry, we’re unable to change your package online.

Sadly a package change requires customer services,sorry about this.


Here to help! I'm a technician helping out whilst working from home. Find out more


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Message 3 of 6
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Re: Sorry, we’re unable to change your package online.

But I don't have a 'package', I just have broadband.

But thanks for the response.  I suppose I shoudl get on the phone again to try and speak to someone.  Does Virgin make any money on the calls???

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Message 4 of 6
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Re: Sorry, we’re unable to change your package online.

I face the same issue, where my tariff is switching to a higher band, been on the phone for 1.5 hours, waited on chat for over 1.5 hours, no help yet! In the midst of busy schedule and kids, cant waste more hours with the virgin team.

Cant change the package online - its so frustruating. 

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Very Insightful Person
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Message 5 of 6
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Re: Sorry, we’re unable to change your package online.

one service is still a package. it just only contains one service

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

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Message 6 of 6
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Re: Sorry, we’re unable to change your package online.

During the crisis situation, with limited staff at Virgin team, rather than putting pressure on the support staff, they should have been prepared to perform the upgrade/change of package online, although the automated answer or chatbot directs the customer to go online, and it DOESN'T WORK!!!

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