So I have post-payed mobile broadband on a monthly payable account.
Up until a few months ago, whenever I ran out of credit my web page would divert to a Virgin screen telling me I can recharge if I click this link (and then add 1Gb extra to my bill).
This year though, if I click this link I just get another copy of the 'You're out of credit' page regenerated, meaning that Virgin has dropped the 'my account - recharge here' page from the pages that don't require credit to access them.
So I call Virgin...
In the Virgin Phone Menu (after long tedious and irrelevant messages) they tell me that recharges to Mobile Broadband accounts now must be done via the mobile app (which assumes everyone who uses MBB has a smartphone ;-( )
So I downloaded the App and it asks for a mobile phone number (Mobile BB accounts were updated to an email address login over 6 months ago). So I enter my old, never used Virgin mobile number I was issued with, with my Virgin Mobile BB account and SURPRISE!! it says this account cannot be serviced by the phone app and I should go to 'My account' on line.
Except that I can't because - see above.
So the only way I can add credit to my account is to call Virgin and in the Phone Options Menu LIE about why I'm calling and then tell the opperator the real reason why I'm calling. And then they help me.
I've done this 4 times this year and a 1 minute recharge has now devolved to an half hour + (once it was over 12 hours when the phone lines were choked) long messy process every time.
I've told each opperator about this issue but nothing has been done.
What also REALLY $HIIIT$$ me is that there is no easily accessible contact page to log complaints.
Virgin is another of those companies that PRETEND to be interested in your opinion but make it REALLY hard to actually complaign.
I hate Virgin because of this an am actively looking for other services.
But seriously - WTF???
Morning @Steve_H, looks like you've had a rough time just trying to add some extra data to your Broadband - really sorry this has been such a hassle for you.
We've got a support article online which explains how you can add more data to your Broadband, can you give that a go and let me know if you have any problems?
How do I do this when you are so damned difficult to contact???
I'm ranting on this forum because this is the ONLY way to be heard.
I've tried to deal with this on the phone EVERY month this year and your poor contract Filipino staff have NO idea how to address this.
Your chat line is closed by the time I finish work, as is your 'social' option, whatever that is.
So. Hello. I AM contacting you. In the only format you seem to reply to.
If you message our team on Facebook or Twitter, they'll repsond to you once they're back in the office, even if you message them after hours.
We do want to help, but we can't do that without you contacting us via one of the methods provided so we can access your account, we can't do that here as this is a public forum.