Help with My Account website
I'm trying to sort out the mess that is my mother's Virgin account - especially as it appears they have been treating TNT as an add on to her Maxit package for months without actually telling her - but every time I try to change the package, the website redirects me to the Price Increase screen No matter what I do, what browser I use or what page I come from on from the "My Account" section, the screen returns to the Price Increase screen Can someone at Virgin possibly sort out the website as at the moment it's totally unusable !!!Terrible customer service in regards to my activation and trouble renewing contract
Writing here to see if I can get any sort of answers as to what's happening in regards to me renewing and upgrading my contract, what is provided with said contract and why it's now past the activation date but I don't have the speeds, hub or any sort of email bar the reciepts and my new price (That came with a PDF of the activation dates and the package/contract that should have been activated. My renewal deal was from 350M Volt to 500M (Broadband only) with a new installation. I've rang up customer service 4 times now, and I've been told by one person to wait until the activation date, another 2 told me that I didn't actually have my renewed contract on their side (But I have the emails saying it's gone through), and the final just tried to sell me a new "better" package saying the one I picked wasn't valid (Despite it being on my renewal deals page) then saying they can't access it either? I can no longer try to renew a different package because all it's saying is that it's "On the way!" Any help in regards to what has actually been processed, whether the package has gone through, will be quite helpful, as I cannot access any deals from the website itself until this has cleared.anyway to talk to a human!
I signed up for Virgin as I had heard great things about the speed. Firstly when I signed up, a stream box was automatically added to my bill. I did not want this. I tired to look for a tick box to get rid of it but there was nothing. The Stream Box was never part of the promotion advert. I JUST wanted to 1Gig speed as I have smart TV and gaming Systems (which makes a Stream box completely unecessary) So Once I go through with my order I get to the bill, and there is the "one off charge" for the Stream box I don't want. I attempted ringing but could not get anywhere becasue I didn't have an active account yet. No sale rep no customer service rep. NOTHING of that ilk was offered. So I raised a ticket to discuss my account and somehow get the stream box taken off, having literally just joined and very much within a 30 day cancellation period. Next I get a reply to my complaint that I need to ring customer services. HOW? HOW CAN I DO THIS? Now my account is active, the custmer service number just tells me I need to pay. Even to a point now they have not enabled my service until i do pay for the whole package including the Stream Box I neither need or wanted. My reply email to them was asking for a customer service rep to send me an eamil or a phone call to discuss my account with them. After that hassle I thought I'd look at cancelling my service with them, but there is NO WAY in my account to cancel the service or to contact the retentions team. This is ridiculous. Chat bots, and automated systems that have a determined path are an abyssmal sense of customer service. Let's see if VIrgin Reply now.
