Mobile data add-on error

[KarlosDaishi]

Hi. Posting on behalf of the old man who's not tech literate.

He's run out of data on his mobile, but can't buy a 3gb data add-on.  

Have tried on mobile and laptop, either way after confirming the add-on purchase we get "oops, something's gone wrong"

Any ideas?

[Akua_A]

Hi @KarlosDaishi,

Welcome to our community forums and thank you for your first post. 

Sorry to hear your friend is experiencing this issue when trying to top up. Just to confirm, is he trying to top up as seen here https://www.virginmedia.com/help/mobile/what-is-my-data-allowance? If so, has the money left his account when he processes it? Does the issue persist across alternative browsers? 

Thanks,  

[KarlosDaishi]

Hi, yes, it's trying to add a data add-on to a paym account.  The money doesn't go out of his account immediately, it's added on to the bill.  After the error page, I go back into the account and it has not been added and the data allowance has not been updated.

We've done this in the past successfully but it won't work today.

[Akua_A]

Thank you for letting me know @KarlosDaishi.

Are you able to clear cookies and cache in your web browser and let me know if the issue persists? 

Thanks,

[KarlosDaishi]

Cleared cookies and history on both laptop and mobile. Still no joy

[Akua_A]

Thank you for checking @KarlosDaishi.

Are you able to get the account holder to contact us directly here so we can clear DPA on the account and take a further look? 

Thanks,

[KarlosDaishi]

Managed to get it sorted after 45 mins on hold to the cust service team. 🙂

[Ryan_N]

Great news! 

Thank you for letting us know 🙂 

Cheers, 

Ryan.