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Website account upgrade pages not working

Has anyone else had this problem? Are virgin aware?

For two days I have been trying to upgrade my Virgin phone package online. I log into my account with no problems and bring up all my services. It invites me to upgrade my phone (landline) which I click on but when it tries to load the next screen I get.

Oops! Something went wrong.

Sorry, we’re unable to change your package online.

I have tried contacting them by phone and live chat to no avail. Live chat said I was giving them the wrong password details which is odd as I got into my account. 

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Re: Website account upgrade pages not working

They are asking for the customer verification phrase not your My VM account password.  You will have set this when you opened the account.

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Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

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Re: Website account upgrade pages not working

It would be helpful if they said this!

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Re: Website account upgrade pages not working

Hi Chris

I have had the same problem when trying to add TV to my package. I cannot get through  to anyone on live chat either due to staff restrictions.

What did you do in the end - were you able to get through to anyone?

Cheers

Zach

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