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Upgrade issues

Tuning in


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.


Dialled in

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. 

Forum Team
Forum Team

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.