Basicly we got a notice sayiing we can upgrade our 2mb M package into a 10mb M package for free now, all fine and dandy!

Went on to the site, went through it all, got the password back and such, then got this error

Quote :

Oops, we're sorry but we can't recognize which broadband package you are on.
If you are a size: M customer ring 0845 4541111* and select option 4 to speak to one of our advisors.
If you're on size: L, XL or XXL broadband just check out My Virgin Media for all your latest news and free stuff!

So we rang the number up, and got some call centre in india or somewhere with a guy called "Twinkle" which I found rather amusing, but anyway, this "Customer service repesentive" sends us straight back to the website and says "Ohhh if it doesnt work you must allready be on it!" clearly not having a clue, and now I'm struggling for idea's on how to get this upgrade, Anyone have any idea's on what I can do?

Since its quite clear the customer service isnt exacly up to scratch...

VM's indian call centres would be funny if they weren't so excruciatingly painful to deal with. I had to ring up recently when I got home from work to find my broadband was off. After pushing all the numbers for the correct department to narrow it down to a broadband fault before I even spoke to anything, then spent 15 minutes on hold, I finally got through.

"Hello, I'm just phoning up to report that my broadband internet isn't working."

"Could I take your name please sir?"

"Yes, it's Mr. <removed>".

"Thank you sir. Thank you for contacting Virgin Media, how may I help you today?"

<slight pause>

"Err, my broadband internet isn't working." Thinking to self: did I not just say that five seconds ago?

"Ok, let me take a look at that for you.

<pause>

How are you doing today Mr <removed> sir?"

"What? I'd be a lot ****ing happier if my expensive cable broadband was working, I'm not phoning up for a social chat, just get cracking with diagnosing the problem or booking an engineer to fix it."

Ok, so I didn't say that last bit, but jeez, they have their script and they're going to stick to it like a divorce lawyer to Jordan. Utterly useless.

I just managed to get the upgrade, try a different web browser.

Quote from STROBE :

VM's indian call centres would be funny if they weren't so excruciatingly painful to deal with. I had to ring up recently when I got home from work to find my broadband was off. After pushing all the numbers for the correct department to narrow it down to a broadband fault before I even spoke to anything, then spent 15 minutes on hold, I finally got through.

"Hello, I'm just phoning up to report that my broadband internet isn't working."

"Could I take your name please sir?"

"Yes, it's Mr. <removed>".

"Thank you sir. Thank you for contacting Virgin Media, how may I help you today?"

<slight pause>

"Err, my broadband internet isn't working." Thinking to self: did I not just say that five seconds ago?

"Ok, let me take a look at that for you.

<pause>

How are you doing today Mr <removed> sir?"

"What? I'd be a lot ****ing happier if my expensive cable broadband was working, I'm not phoning up for a social chat, just get cracking with diagnosing the problem or booking an engineer to fix it."

Ok, so I didn't say that last bit, but jeez, they have their script and they're going to stick to it like a divorce lawyer to Jordan. Utterly useless.

Ah the memories :rolleyes: I spent 2 solid weeks trying to kick 3 into action when they "lost" my number when porting it. For 2 solid weeks the indian call centre guys tried to convince me it just needed to be re-ported. 14 times they tried it Best of luck, you'll need it I'd say

Well apparantly, ringing them up a second time about the fact they dont know what package we are on when we want a free upgrade causes them to this time say our modem isnt good enough and there sending us another one...

So there basicly saying...They dont know what package we are on because our modem sucks balls...Yeahhh ... ok...