Trying to Upgrade, But Can't
 

Hi all,

I was on the VM App and selected to upgrade my internet from the current 100MB to the 200MB option last Thursday (4th June). Filled out all the required info and shortly after got a confirmation order.

Then on Sunday (7th) I got an email that didn't really look like it was from VM saying that they couldn't process the request as they need more info and that I should call them on a 0800 number.

Today, I contact them via their web page (not via the 0800 number or email just in case it's spam) and got on to someone about it. However, they clearly didn't want to know as they spent that time trying to get me to upgrade to all these different packages which would have taken my monthly bill close to £100 a month.

When I told them NO I just want the Broadband upgrade I selected via the App they said it would cost about £12 and not the £4 I was clearly stated.

They then went on to offer me what seemed like a bribe of £30 to take the massive package I do not want.

Is there a direct contact number for their complaints team or does anyone know what numbers I need to pick via the phone to get to someone that can help me or at least just cancel me account? :mad::mad::mad:

Re: Trying to Upgrade, But Can't
 

Ring them back and select the option for "thinking of leaving us" which will put you through to retentions and ask them why you cant have what was available to you you on the app. I can guarantee they'll give it to you. They were trying to pull a fast one by not putting your upgrade through and making you ring them because they thought there would be a good chance they could talk you into a bundle under the guise of saving you money when in fact they would be getting more money out of you.

Re: Trying to Upgrade, But Can't
 

Blimey, I cannot even see what a speed upgrade might cost just for reference. Is that really so much to ask?

Re: Trying to Upgrade, But Can't
 

£5 per month extra for each upgrade step.

Re: Trying to Upgrade, But Can't
 

Just checking, an upgrade from M Broadband to XL would be £10?

Re: Trying to Upgrade, But Can't
 

Talk speeds, not out of date letters.
What speed do you currently have and where do you want to go?

Re: Trying to Upgrade, But Can't
 

Sorry, we are on 100mb (M) and would like to boost up to the fastest speed for a cabled area.

Re: Trying to Upgrade, But Can't
 

That is more than likely going to be 500mbits for.

Re: Trying to Upgrade, But Can't
 

Unless I’m out of date, the range is 100, 200, 350, 500, 1000.
The later two, I think, are not available everywhere.
So 350 would be an extra £10 over 100.

Re: Trying to Upgrade, But Can't
 

Thank you.