Upgrade Online?

[ghostinuk]

I tried to upgrade online for V+ and the Virgin Media form just keeps crashing with an error.
Oh well there is always the phone...

[virginmedia]

Your better with the phone, then you will know that everythink is running smoothly.

[superbiatch]

I'm having the same problem trying to upgrade on the adsl side

[Paul]

Could be a database hitch, do it by phone and mention it to them, if it's a problem with your account set up they can put it straight for you, if it's the database then they can flag it up so it's fixed.

[Verminmedia]

Originally Posted by ghostinuk

I tried to upgrade online for V+ and the Virgin Media form just keeps crashing with an error.
Oh well there is always the phone...

From a reply to my topic "V+ Upgrade Via Website Experience" in the "TV Problem Solving" forum on cablehell.co.uk:

"all request take a minimum of 72 hours to reply to you as their are over 10 million customers in the uk their is alot of demand for this service please be patient miracles sometimes take longer to happen ... if you call around midday its relatively quiet and any cs you speak to would be very happy to upgrade you ........"

More details under that topic.

Executive summary: the website is pants - use the telephone.
--
VerminMedia (aka DisgruntledOfCambridge)

[savvychels]

After all I've heard about the amount of time it takes to get a response from online ordering I'd only ever do anything by phone. I'd rather wait a few minutes to speak to a person and know exactly what's happening than to wait several days to find out that either they haven't had it, or the install dates are a week later than they would have been if I'd called.

[EssDee]

In my experience the success rate for changes can be worse when speaking to someone as opposed to online. A case in point was when I changed over to the £85 VIP package. 2 days later I was still sitting on 4Meg BB so had to call again to 'remind them' to up me to 10 meg. Apparently if you upgrade BB using the tier migration page it happens instantly. Why then do CS claim 'could take up to 24 hours' when you ask them to do it (then they don't bother anyway)?

Looks like Virgin have improved customer service to the extent that the phone is answered quicker, but that seems to be about it. At least the packages, etc are better now I suppose.

[ghostinuk]

ok thanx guys i will let you know if i get V plus ordered tomorrow!

[Pittcity]

Online ordering is rubbish.....not even an automatic "We have received your order and will get back to you" type email. So you don't have a clue what is going on until they ring you over a week later. Even then their records showed a completely different order to the boxes I'd ticked.
You may have to wait, but with a free call on 150 it is all sorted in minutes.....the fun starts when the bill arrives!!!!