Virgin wont honour offer.

[Angry-liz]

So were out of contract since 2018. We now have multiple teenagers and need faster broadband. For context we have tivo and two extra set top boxes for full house tv. 
Using my virgin media app, and signed into my account selected to ‘add O2 sim’  to VOLT my package and move my broadband up one level. 
The app then aaks me for bank detail confirmation and sends me pre contract information and full breakdown of new package. The new package is £47 plus O2 sim (currently £102).  This never started so we called them and were told that this was a new customer deal and not for existing cistomers. 
The same deal via phone was £79. He couldnt action it due to IT issues and said someone would call back the same day; they didnt.  To get to this point we had endired a 2 hour phone marathon being bounced round different departments, with no results. 
So i logged back into my virgin app and took screenshots of the upgrade screen showing my current package and the upgraded package. The deal was from the ‘upgrade your package’ screen so  not for new customers  we proceeded and were emailed the new contract and start date. 
We phoned them again to check that it was good to go, the advisor apologised and said we shouldnt be able to even see that offer as it was for new customers. I explained that we can always see it and its on the upgrade screen.  He once again calculated a better deal at £81plus O2 (ultimate volt bundle). The bigger package deal was in respect of the amount of hassle endured by us in trying to upgrade. We asked him to make a note of this on our account and could we call back and accept if the internet package failed to upgrade as agreed in the contract. He agreed. 
The contract failed to start, we phoned back to accept the ultimate volt offer; only to find that the notes the operator made were that we were ‘looking at competitors packages’ and that now wont honour the offer. 
I feel like im banging my head on a brick wall, cant upgrade via the app like they want me to, cant manage to upgrade by phone either  

[Paulina_Z]

Hi @Angry-liz,

Welcome to our Community Forums! Thank you for your first post and we're very sorry to hear that you've had a poor experience when it comes to amending your package and had some trouble getting through to our team.

I can completely understand your frustration as it sound that this issue has been ongoing for a while.

I'll be more than happy to look into this further for you and see what went wrong with your upgrades. I'll do all I can to investigate and resolve this for you.

Please be aware that we're unable to amend your package on this platform, but our team on 150/ 03454541111 will be able to assist. You can also text us on 07533051809. However, I'll do all I can to rectify any issues beforehand so that your issue is resolved.

I'll send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thanks!