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Unable to upgrade to 360

Has anyone had a problem upgrading to Virgin 360? I had an e-mail stating that I could upgrade for free but when I click the link it just takes me to the information page on the Virgin website. I have tried the online chat for over 30 mins and they said I would have to phone virgin. I phone Virgin 6 times over 2.5 hours having being cut off 5 times. They eventually said that I would have to upgrade to the ultimate package at extra cost or they could not help me and I try the link in a few more days. Even though the e-mail states the upgrade is free.

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