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SockTrumpet
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Upgrading my packags should not be this difficult!

I put in a package upgrade order 6 weeks ago online, which still hasn't gone live. Raised a complaint over a week ago, still no response.

The chat bot is beyond pointlessly bad, and can't get through on the phone.

 

Can anyone in the forum team give their colleagues a talking to or something please?

(and I don't want to hear excuses about the challenges of covid - this is a tech company that turns over millions a year, it shopuld be able to achieve an acceptable level of customer service, I work for a notoriously useless company and we got se up in under 2 weeks for all 2.5k contact centre staff to be working from home)

Andrew-G
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Re: Upgrading my packags should not be this difficult!

Meanwhile, over at Virgin Media Towers:  Commenting on Virgin Media’s Q3 performance, Lutz Schüler CEO of Virgin Media, said:“Our relentless focus on keeping the country connected and supporting our customers with a great service is really shown in these results.

Seems VM's senior management have their finger on the pulse as always.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Rachael_F
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Re: Upgrading my packags should not be this difficult!

Hi SockTrumpet,

 

Welcome to our forums and thank you for reaching out with your package upgrade difficulties. I certainly wouldn't expect it to take this long for an upgrade to go through, as they're usually immediate or at least within 24 hours.

 

Could you please confirm how you processed this package change? Did you receive a confirmation email to advise of the relevant details? If so, was there a starting date provided?

 

Thanks,

Rachael

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SockTrumpet
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Re: Upgrading my packags should not be this difficult!

I upgraded via the 'upgrades and offers' page in my account (accessed via the website) and received a confirmation email within a few minutes with the order number.

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John_GS
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Re: Upgrading my packags should not be this difficult!

Thanks for coming back to us SockTrumpet

 

Let me help with this via PM

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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