Upgrade online

[Stevej54]

I recently upgraded using my Virgin media app , I added mixit tv for an extra 5 quid a month . I got a confirmation email but then heard nothing and my orders werent updated . I contacted support and they said there was no record of the order and that she could do the same offer for 35 quid lol. I complained but didnt get anywhere so did the order again , and the same has happened ! Is this Virgin trying to get us to spend more money as when i asked why the girl on the phone couldnt put the 5 quid order through she didnt know why but couldnt do it !? Ridiculous !

I am at the end of my tether with all this , so could someone please help , all I want is to get the box and tv back , thats all !! Why is everything so blooming difficult ? And why does it take 2 weeks ??

[Cardiffman282]

Some have speculated, given the frequency of this behaviour, that it is all an elaborate bait and switch marketing operation to get you signed up again but on a more expensive and profitable contract than you initially opted in for. Although VM Ltd has not got the best record in the industry for legal and regulatory compliance the real problem with this speculation is that it assumes that VM has a range of slick, modern operations all working together in a skillful and well oiled way to facilitate this trickery. This is however not the VM way. 

[Stevej54]

Well I also had the constant phone calls , I told them I didnt want to upgrade my speed to 1gb as ive had it before and its complete overkill for an ordinary family , my son even plays online ! She said ' well I hope your speed stays like that @ and put the phone down , so I complained , didnt get anywhere though! I've just about had it with VM , they just dont seem to care anymore , its definitely got worse ! Then I spent a whole day on chat trying to get someone to understand this online offer problem and it was ' Computer says no' and then they just proceeded to try and sell me more packages that I didnt want !

[Stevej54]

So , I’ve just contacted Virgin and they have no record of my order again !! This is totally unacceptable ! What’s going on ?? Surely if you order something on your app online and get a confirmation email it should happen straight away ? Shouldn’t it ??

Is anyone from Virgin going to sort this out or do I have to put a formal complaint into the ombudsman this time ??

[David_Bn]

Thanks for reaching out to us @Stevej54, and welcome back to our Community Forums!

Sorry to hear of the issues experienced with the attempted package renewal.

Are you able to confirm if you have any documentation that confirms the new package price, complete with it's contents?

Thanks

David_Bn

[Stevej54]

Yes ive already posted the email confirmation I got , as follows 

 

[Stevej54]

It includes a 360 box 

[John_GS]

Hi @Stevej54 

Thanks for coming back to us. 

On the email you've received, it does state it can take 7-10 days for the order to go through. This is correct as it's an online order.

Are we in those timescales still?

I will send you a PM now to assist further.

[Stevej54]

Well it all seems to be going ahead , got an email and text re delivery of the box .

Im still not happy with the fact it takes 7 days for it to go through and there is no communication telling you its all in hand . Ive also had some more phone calls , even though I told Virgin to stop and they said theyd changed my preferences , they hadnt . Anyway , so far so good on the box front , but its all left a bad feeling .

[Gareth_L]

Hello Stevej54

Thanks for the update, We're sorry for the lack of communication from our side. 

Would you like us to take another look at the unwanted calls?

Gareth_L