Can't get bundle changed

[APF]

I have been a VM customer for some years and have been on a Grand Triple discount for two or three years now. I tried to change my bundle online, but I get told to call the 0845 number to arrange it. I called them and they say that they can't do it and I have to do it online, but there is a fault on the page today. I have tried to do this several times over the last week, so its not just today. I want to upgrade to Tivo, but need to change my bundle and boxes at the same time. So why are they so unhelpful? From their info online it looks like I can upgrade my internet and get Tivo for what I'm paying now. Anyone else have the same problems?

[pabscars]

The easiest and quickest way of getting this sorted is to ring virgin and choose the "thinking of leaving us" option.

You should get hold of a UK customer support agent who will be more than willing to sort out your issues if you tell them your a bit miffed at being messed about and thinking of going with Sky.

Nudge, nudge, wink, wink

[APF]

Thanks for the hint. I rang CS again and spoke to a nice chap - but he just wanted to charge me a lot more for the extra services (50Mb BB and Tivo) when build a bundle on the website gave a much lower price (even after the 6 month discount period) for the lot - but he said this was for new customers only and existing customers had to pay more! Not very equitable (and I thought existing customers were able to get equivalent pricing), so I asked to be put through to Retentions - and he said OK, they will just cancel your service for you. After listening to music for 10 minutes, with occasional breaks which sounded like someone checking if I was still there, the line went dead. Not impressed.

[APF]

Spoke to retentions who actually listened and assisted with giving me the bundle I was looking for at a fair price. Thanks for the advice and thanks to the people at VM who took the time to listen and look at the options.