Ultimate Oomph Answer Sought
 

I recently spoke with Customer Services about upgrading to the Ultimate Oomph bundle to be told that it was not available in my area of London (21). However, when I visited the Virgin Media web site and entered my postcode it said It was available. I then clicked on the 'Upgrade' button and got the error message, 'Oops, something went wrong' and that I could not upgrade online.

Does anyone know where can I get a definitive answer whether it is available or not?

Re: Ultimate Oomph Answer Sought
 

Best I can tell you is it WAS available in Area 21 (Greenwich) last year as I've got it myself. Presumably, come next month when my discount ends I will have to make my annual call to Retentions to ensure it doesn't leap from £99/m to £139/m.
During lockdown the unlimited SIM with Ultimate Oomph has been a lifesaver as the "500mb" broadband has been up and down more times than Norwich City FC

Re: Ultimate Oomph Answer Sought
 

CS should be giving you the definitive answer, but I suggest giving them one more try just in case.

Re: Ultimate Oomph Answer Sought
 

This is hopeless. I did as you suggested but my patience exhausts itself after 20 minutes on hold to Customer Services. I tried the text link on offer but that directs me back to the Virgin Media web site where I eventually get the 'Oops, something went wrong' error message all over again when I try to upgrade. Frustrating.

Re: Ultimate Oomph Answer Sought
 

It should be available everywhere shouldn't it? The only part that might not be available is the 500Mb as part of the package which they just roll it down to the next speed down I believe. Use the postcode checker to see what speed is available to you.

Re: Ultimate Oomph Answer Sought
 

This is exactly what I did, Mythica. According to the postcode checker on the web site, I can get 500Mb along with everything else but when I try and upgrade via the web site I get the dreaded 'Oops, something went wrong' error message (I've tried three different browsers with the same result). Earlier in this thread Nialli, who is also in area 21, succeeded in getting the bundle so it is clearly available.

I can't upgrade online and I can't get anyone to answer from Customer Services - at least not within the span of human patience. I feel like I am stuck in some kind of infinite loop.

Re: Ultimate Oomph Answer Sought
 

The London area 21 network is a bit of a mish-mash. Just because it's available to Nialli doesn't mean it is everywhere.

Re: Ultimate Oomph Answer Sought
 

Understood, Spiderplant, but according to the postcode checker on the web site, it is available. In fact, I already have everything in the bundle - except for the 500Mb broadband speed - but I am paying about £35 pm more for it if you include the mobile sim which is currently billed separately. Hence my eagerness to change to the Ultimate Oomp bundle.

Re: Ultimate Oomph Answer Sought
 

The upgrade online feature rarely works in my experience and I believe doesnt work if you've just upgraded part of your services but I could be wrong about that.

Re: Ultimate Oomph Answer Sought
 

Some retention deals cause this too.

Re: Ultimate Oomph Answer Sought
 

It shouldn't be this difficult to do something as simple as upgrading a bundle even in such stressful times as these.

Re: Ultimate Oomph Answer Sought
 

I wouldn’t pin too many hopes on getting 500mb downloads in Area 21. As Spiderplant says, the area’s a mess. I live on one of the streets that doesn’t have over-populated street cabinets and my average is around the 150mb mark. I’ve never seen 500mb even when connected by Ethernet. The Virgin Mobile 4g coverage around here is good though (60mb plus) and more reliable of late than the broadband, so the unlimited SIM has proven invaluable in lockdown

Re: Ultimate Oomph Answer Sought
 

My service is the other way round. I regularly get 380Mb plus download speeds from my 350Mb broadband. My 4G is lousy though when I am at home due to the nearest mast being faulty for the last few months. I wish Virgin Media would fix the web site so I could get an answer.

Re: Ultimate Oomph Answer Sought
 

Why are you paying for 500mb if your average is only 150?

And my understanding is area 21 is all over the country, not just one place, I think I am area 21 and I live near Cambridge.

Re: Ultimate Oomph Answer Sought
 

Area 21 covers a fair bit of London (roughly a diagonal slice from Harrow to Greenwich), and all of Southampton. Cambridge is in area 31 (along with about a dozen other places in England).

It would be a lot less confusing if they didn't call them "areas".

Re: Ultimate Oomph Answer Sought
 

Yes just checked area 31 here but I bet that covers more than Cambridge area.

Re: Ultimate Oomph Answer Sought
 

I go through the same pantomime every year too

Re: Ultimate Oomph Answer Sought
 

I'm in Area 31 too in Oxford

Re: Ultimate Oomph Answer Sought
 

This whole thing is getting curiouser and curiouser.

I gave it one last try to upgrade to the Ultimate Oomph bundle. Much to my surprise (and after the pre-recorded preamble that goes with any 150 call), I got through almost immediately to Customer Services. It was an Indian call-centre but the agent was polite and helpful if a little hard to understand. She checked and I could upgrade to Ultimate Oomph, keep my existing SIM number, confirmed my details and everything seemed done and dusted.

When I have changed my package in the past I usually received an email a day or two later to confirm everything but after a week I had heard no more so I contacted Customer Services again. The Indian call-centre once more but the agent was equally polite and helpful and confirmed that I had indeed upgraded to the Ultimate Oomph bundle with my previous call. I have since checked my Virgin Media account online and it lists my package as having my old package -the one I thought I had upgraded from. My first call was nine days ago and the second, confirmation call, two days ago.

My question: even allowing for the current Covid-19 situation should I have heard more by now?

Re: Ultimate Oomph Answer Sought
 

I would think YES, only once over the years I didn't get an email after a change in contact, but that time the change didn't happen. I would call again, I find the morning around 10 to 10.30 best time

Re: Ultimate Oomph Answer Sought
 

What does your MyVirginMedia say about the contract?

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The strangeness continues. When I click on the 'contract' link within My Virgin Media I am taken to a blank page. There is a selection of dates in a drop-down box listing dates of my previous contracts but when selected they, too, are blank. Clicking on the link to 'upgrades' takes me back to the 'Oops, something went wrong' message that prompted my phone calls to Customer Services in the first place. I remain confused.

Re: Ultimate Oomph Answer Sought
 

That contracts page is blank for me too. Was working last week though.

Re: Ultimate Oomph Answer Sought
 

I have simply given up with trying to upgrade via the website. None of it works!

Fortunately, and unlike many posters on here, I have always had decent experiences with the call centre staff.

Re: Ultimate Oomph Answer Sought
 

So it's not just me. I even tried to access the site with different browsers (I normally use Firefox) but with the same result.

Re: Ultimate Oomph Answer Sought
 

That is the only message I have got for more years than care to remember

Re: Ultimate Oomph Answer Sought
 

Considsring VM is a technology company, they embarrass themselves with a poorly performing/managed website. This and their email system should be second to none, but sadly, they have a way to go.

Re: Ultimate Oomph Answer Sought
 

Is absolute bollox!

Re: Ultimate Oomph Answer Sought
 

My understanding is i used to get that message because i was on a very old contract, as soon as i got a digital contract or whatever it is called that fixed it.

Re: Ultimate Oomph Answer Sought
 

I would be astonished if anyone is following this thread with bated breath but it seems my problems with upgrading to the Ultimate Oomph bundle could be coming to an end.

After numerous attempts to upgrade, I finally got through to someone yesterday (with a Scottish accent this time) who could find no record of my previous attempts and started the whole upgrade sequence for me again from scratch. Then, this morning, I got the confirmation email I had been expecting all along. I checked my account online and, sure enough, the upgrade was listed there too. Activation this Saturday.

My persistence finally paid off but, current conditions aside, surely it shouldn't take several failed attempts online and three lengthy phone calls to do something as simple as changing my package.

Re: Ultimate Oomph Answer Sought
 

In contract and can see digital account offers /"upgrade never works . Lost count how many times I have reported it. Just call when contract is finished pain but it all I expect from virgin these days!

Re: Ultimate Oomph Answer Sought
 

I have the same issue, always been that way.

My Oomph credit of £40 expires on 22 Aug 2020 so i need to find a good time to phone and get it renewed