I'm in a similar situation having been with Virgin/NTL/C&W for over 20 years. With my wife working from home and my university student daughter also now home and catching up with seminars online, I'd like to increase our broadband to the M200 package but get the message "
Oops! Something went wrong.
Sorry, we’re unable to change your package online."
I guess it's because we're on a legacy package so we can't change online. I appreciate that the call centres are currently at limited capacity and would happily upgrade online if I could but the chat just cuts off and I can't get through to the call centre so I'm not really sure what else I can do. I'd happily switch to one of the new packages so I can self-manage in the future (for the right price 😁).
This happens on IE and Chrome, desktop and mobile. I've cleared the caches but still no joy. To be honest, I've never been able to change anything online...I think my account is some sort of legacy hybrid one.
Using the 150/0345 454 1111 numbers are a waste of time. With the pandemic you have to wait like hell to speak to a real person. Finally, I got it sorted calling a 0800 number and managed to speak to their help desk in Sheffield first, then Manchester.