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James-H
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Upgrade offer not working and won't be honoured by customer services

I recently signed up to M100 broadband on a deal of £24/month.
I was tempted by TV but the pricing was a bit over my budget.

When I got connected, I logged into my online account, looked at my offers and saw the below...

Offer.png

This is for:

  • M100 Fibre Broadband
  • Mix TV
  • Talk Weekends

Obviously this is a great offer, so I jumped at the chance and went through to checkout, where it gave me a much higher price...

Checkout.png

 

I've spent quite a while on live chat and on the phone trying to resolve this. At one point I was told that it definitely should be honoured. But after being passed back and forth between different teams, it's proving impossible. No one can even come close to matching it.

You can imagine my excitement of seeing the offer, followed by the disappointment of it not working and not even being honoured by customer service. The offer is still showing on my account today.

I've never been a customer of Virgin Media before and this has been quite a bad first impression.

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Akua_A
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Re: Upgrade offer not working and won't be honoured by customer services

Hi @James-H.

 

Welcome to our community forums and thank you for your first post.

 

Sorry to hear you experienced this. I can see you spoke to our team regarding this and were given a few offers. Were you unhappy with the deals given? Are you still unable to process it online?

 

Thanks,

Akua_A
Forum Team



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James-H
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Re: Upgrade offer not working and won't be honoured by customer services

Hi @Akua_A

Thank you for your reply. Unfortunately, the offers given weren't even as good as the new customer offers on your website.

I am still unable to process the original offer online. I tried today and it still gives me the higher amount at checkout.

The frustrating thing is nobody I've spoken to seems to even acknowledge this original issue. All that happens is they try to sell me a different offer when what I actually want is the offer as shown on my account, but it just seems that no-one I've spoken to can do this.

Thanks,
James

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Akua_A
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Re: Upgrade offer not working and won't be honoured by customer services

Thanks for the response @Jmaes-H.

 

We can understand the frustration caused by this.

 

Does the issue persist when using a different browser or device?

 

Thanks,

Akua_A
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James-H
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Re: Upgrade offer not working and won't be honoured by customer services

@Akua_A

Yes I have tried on Edge and Chrome on two different PCs, as well as my mobile phone.

Thanks,
James

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Akua_A
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Re: Upgrade offer not working and won't be honoured by customer services

Thanks for letting us know @James-H.

 

Are there any additional charges in the terms and conditions of the the deal that may be causing this?

 

Thanks,

Akua_A
Forum Team



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James-H
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Re: Upgrade offer not working and won't be honoured by customer services

@Akua_A

There is nothing on the checkout page to indicate any additional charges.

It just links to the standard Terms & Conditions.

CheckoutPage.png

By the way, here is the full offer as shown on the offers page:

FullOffer.png

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Akua_A
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Re: Upgrade offer not working and won't be honoured by customer services

Thank you for providing that information @James-H.

 

It appears there is a discrepancy between the offer page and the checkout page.

 

We will pass this on to the relevant teams to be investigated. However in regards to the offers, we are unable to provide offers here. The best team to advise on this would be our retentions team who aim to give the best offer available on the day.

 

We apologise again for any inconvenience and frustration caused by this.

 

Thanks,

Akua_A
Forum Team



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Akua_A
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Re: Upgrade offer not working and won't be honoured by customer services

Hi James-H,

 

We hope all is well.

 

We further apologise for the discrepancy in the deal offer. We can understand the frustration this may have caused. We have reviewed of this with our team and have identified what may have caused this issue. We would like to best resolve this for you as we recognise this was an issue on our end.

 

If you are still interested in the initial deal offered, I have sent you a private message regarding this to best remedy this.

 

Please get back to us when you can.

 

Many thanks,

Akua_A
Forum Team



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