Upgrade issues

[Rooky22]

Hi,

I upgraded my account online Friday to the Gigabit fibre. On the same day I called support to see if could get a better deal and the retention team told me the best deal was the one on the website, and that I should accept that one. So I did.

An email came through with the contract for £52 a month for 18 months, which I then agreed to. A blank email followed from virgin.

Going to my update page showed nothing, and after 48 hours I contacted support via WhatsApp who have proved to be completely useless. Running in circles.

Support is telling me that it was a new customer deal only and are refusing to honour the contract despite me having an email with said contract. I know this goes against consumer laws but I am tired of banging my head against a wall.

I am hoping the forum team or someone who has gone through a similar experience can help out where they cannot.

[abtrooper82]

I'm in the same position after my current contract came to an end, went to the offers page, completed the online request, got an email with a new pre-contract price package, and nothing since then. All I keep being told is I need to speak to the web deals team, well who are these people, Do they exist? I wait for a response from a real person and not the Virtual Bot. 

[Ashleigh_C]

Hi there @Rooky22 

Thank you so much for your post and welcome back to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your new package and thank you again for posting. I'd be happy to take a closer look into this with you via a Private Message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.