Lindsey Thanks for the response. I rang VM help via 150. I set out my queries. The operator started to look at my account, explained there was a problem with it and that he would call me back the next day. No calls ever received.
Can you assist please ? I need to arrange upgrade...but my queries still remain.
I had the same letter but was unable to sort it out online. I then phoned the number given on the website only to be told (once they eventually identified me) that I have to pay a delivery fee (or installation fee if Virgin engineer attends).
This upgrade is because Virgin will no longer support the old V+ box so it is unreasonable that they should charge me for this. In a sensible world they would come and install the new box for free but at the very least they should deliver for free!
Would you be able to help me do my free upgrade too? I was being quoted and extra £19 a month on the online form so cancelled it. I was hoping the online system would be fixed as I really don't want to phone customer services!