General : Help/advice needed

[trublue]

Hi,
I logged into my virginmedia account and was greeted with a message saying my contract was nearly up.It also showed a box which said your offer, which I duly clicked.It said I could keep exactly the same package I have now(Ultimate Volt bundle) for a price of £82.82.So I clicked another box that said,grab the deal.I got a confirmation quite quickly(3rd January) outlining the package, and one week later an email saying thanks for choosing Virgin Media, it included a summary of my order.Fast forward 3 weeks and I noticed my monthly payment has shot up.After contacting CS, they said I am still on my old package and there was nothing about my new package.I gave them an order and reference number, but they couldn't access them.Because we were going round in circles, I ended the conversation, and tried ringing again, hoping to get a UK CS agent,which I did.The only added bit of info I got from him was, oh yes,I see the deal, but you didn't approve it.WTF, how could I approve it, when there is no means to do it.Anyhow, I got the email saying, Thanks for choosing Virgin Media,isn't that some sort of approval?Anyhow, he couldn't help me,but suggested contacting live chat,which I can't,then suggested Whatsapp which I did,attached details and explained everything then pressed send.But isn't whatsapp just a bot?So the question is,what can I do, is it worth taking this further, or should I just give up.If the latter,I will be phoning them again to change my package.

[thenry]

Fire off an email to senior staff

https://www.ceoemail.com/s.php?id=ceo-9632

Also try the community forum

https://community.virginmedia.com/co.../CommunityPage

Can you try other socials Virgin Media have?

Dunno if whatsapp is a bot (unlikely I would have thought) but the live chat isnt, at least not when I used it. Why are you unable to use it ?

[trublue]

Thanks,thenry.I will try the email route you mentioned,as I will be able to add my contract details to it.As for your other suggestions, I will probably get the same reply I got from CS.
Pete

---------- Post added at 21:21 ---------- Previous post was at 21:15 ----------

Thanks Paul.For some reason,I don't see the live chat box,have tried Opera,M Edge and Brave,nothing. But, unless they can view the contract details,I don't think they can do anything, as they won't believe me.

[daveeb]

Originally Posted by trublue

Thanks,thenry.I will try the email route you mentioned,as I will be able to add my contract details to it.As for your other suggestions, I will probably get the same reply I got from CS.
Pete

---------- Post added at 21:21 ---------- Previous post was at 21:15 ----------

Thanks Paul.For some reason,I don't see the live chat box,have tried Opera,M Edge and Brave,nothing. But, unless they can view the contract details,I don't think they can do anything, as they won't believe me.

As already suggested i'd try the community forum. They have several staff members on there who may be able to help you. You're certainly not the first person to get messed around in this way.

[1701-e]

+44 7305 327112. You might have to wait but I have used the WhatsApp number and have had no issues.

[newapollo]

The VM WhatsApp number is 0780 3089 684

[trublue]

Yes, that is the number I have used.It appeared to be a bot,anyway, going off the automated questions they were throwing at me. Going through the virginmedia community forum at the moment.Someone has contacted me,and will look into it.

[1701-e]

Originally Posted by newapollo

The VM WhatsApp number is 0780 3089 684

Maybe there's more than one. My one I've used more than once and have had results.

Both numbers appear to be valid if you google them.

[daveeb]

Originally Posted by trublue

Yes, that is the number I have used.It appeared to be a bot,anyway, going off the automated questions they were throwing at me. Going through the virginmedia community forum at the moment.Someone has contacted me,and will look into it.

I see you got an answer fairly quickly which is always a good start. They may take a day or two to get back but you have a named contact on there now and hopefully they will get you sorted out.

[trublue]

I got my problem resolved seeking help on the Virginmedia Community Forum, specifically with assistance from a woman named Molly. She was able to negotiate a deal close to the original one offered, and at the same price. Apart from it taking close on 3 hours to fix(with some hindrance from the site crashing sporadically) it was a very satisfactory outcome.Thanks for all the advice ������

[1701-e]

The community site was attacked by trolls this morning so things were running slow for a few hours

[thenry]

I'm glad you got it sorted

I had a similar issue with Three. An exclusive offer to renew my terms wasn't upheld so I contacted someone senior who sorted it out. I didn't take a screenshot though which would have saved me explaining things.

For future reference obtain evidence to cover yourself