Upgrade not being offered even after the contracts documents been sent by Virgin Media.

[Panda2706]

I upgraded to a bundle on 18th December and was waiting for my new equipment. Almost a week had passed and I didn't receive any details about the delivery. When I messaged customer services today, first, they told me that the offer was not available when they received my order (22nd December) so they were not able to process it. Which is not really my problem when I placed the order the offer was available.

As I was questioning them more about this, they then went on to say that the bundle I placed the order for was not available for existing customers - which I know is not true because I ordered this via the upgrades link. Even if you try to order a service that is only available to new customers the system asks you to enter your postcode and phone number to validate if you are an existing customer.

This is honestly just appalling, they are clearly not honouring the contract and none of this was communicated to me till i contacted them. 

[jbrennand]

What was your old contract and what was the offered upgrade - speeds/equipment ?

Was it a one off special deal specific to you or widely advertised to eveyone?

Do you have copies of the deal offer that you can share here?

[Panda2706]

I was on a M250 Broadbrand only contract for over 2 years now. 

I was trying to upgrade to a package that included TV - and settled on the Ultimate Volt bundle (TV including Sky sports and cinema, Broadband - Gig 1 fibre, Phone line and a unlimited O2 sim contract) for £70.55. It was advertised on the website for a few days at least (i was going back to trying to decide so I know it was definitely there last week) 

Order summary

[Akua_A]

Hi @Panda2706,

Welcome back to our community forums and sorry to hear you had this issue with your package upgrade. This is certainly not the level of service we look to provide and we want to best help. I can see you were in contact with our team very recently regarding this. Was the issue resolved with our team? Do you need any further help?

Thanks,