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Symon247
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Virgin Upgrades and Offers - Amount changes on checkout!

Hi all, 

Been a painful day via both webchat and phone calls with VM today.

Has anyone followed through on their offers under the upgrades and offers tab whilst logged into their account?

I currently use only broadband from VM (M350) but have been given the following offer whilst logged in:

The issue is when I move forward to complete this offer, it jumps up to £65 a month for 18 months. after calling Virgin they say they don't know why its not working...

Any ideas?

Loyalty Discount of £29 for 18 months

Bigger Bundle

 
M350 Fibre Broadband
  • Average speed of 362Mbps
  • That's 5x faster than BT and Sky's fastest widely available average speeds˜
  • The UK's fastest widely available broadband
Maxit TV
  • 230+ channels
  • Virgin TV V6 box*
  • BT Sport 4K Ultra HD
  • Includes Comedy Central, Nat Geo Wild
  • Includes Sky On Demand and hayu*
  • Virgin Media Exclusives and Box Sets
Talk Weekends
  • Inclusive weekend calls to UK landlines, Virgin mobiles & 0870 numbers1
  • Calls to Virgin Media Directory Enquiries on 118 180
  • Free voicemail
£1.00 extra a month
18 Month Contract
New monthly cost
First 18 Month
£46.00
And then
£75.00
One Off Cost
Activation fee
£35.00
 
 
After processing the offer: 
 
Summary for: Bigger bundle | 18 month contract
 
Monthly cost after discount:
£65.00 a month for 18 months then
£94.00 a month
 
One-off payments:
Activation fee:£35.00
Delivery fee:£0.00
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Megan_L
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Re: Virgin Upgrades and Offers - Amount changes on checkout!

Hi Symon247,

Thanks for using the forums to get this issue with your upgrade looked into, I am sorry if this has been causing some frustration, I can understand your annoyance. 

One possible reason why it keeps jumping up to a higher price is because maybe the deal is for new customers, then when you try go through processing it flags that you are already an existing customer. 

Other than that I have no other explanation as to why this is happening, however our upgrades team may be able to help further as this is their bread and butter.

please give our upgrade team a call on 0345 454 1111 choose options 1, 4 then 2, explain what is happening and ask if its because you're a new customer.

Please let us know what you find out.

Thanks,

Megan_L

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Symon247
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Re: Virgin Upgrades and Offers - Amount changes on checkout!

Hi Megan, 

Thanks for your response.

I have contact the team and they have agreed to honour the offer as the offer was under MY OFFERS AND UPGRADES so it couldn't have been for new customers.

Anyway so that's now all sorted but I now have a new problem.

VM have sent my quick start package to be collected at an address 250 miles from my home. I am currently on hold waiting to speak to someone about this issue.

I'll let you know how I get on.

 

Thanks

Simon

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Megan_L
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Re: Virgin Upgrades and Offers - Amount changes on checkout!

Hi Simon, 

Thanks for coming back to me, I am glad that the team honoured the deal but I am sorry another issue popped up in its place!

I won't be able to help with this here on the forums as its not within my scope, however if you're not on hold with them already, I would call the installs team on 0345 454 1111 option 1, 3 then 1. If you already on the phone with them then please let me know how you get on!

Thanks so much,

Megan_L