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FCUK's avatar
FCUK
Tuning in
6 months ago

Changing package online

Hi 

 

I've always changed my package on the phone and so forth. It was then always sorted within 24hrs, or mostly pretty much instantly. Today I did it online, but seems it takes 14days to take affect? When I called in they can't see this 'new package deal' I signed up for. I got a email with order ref number and prior to officially accepting the new package which is basically what I got now just cheaper price, I got contract summary but this was before I accepted.

I'm worried the price stated won't actually go through and why is there a wait? Why on the phone is instant but online it isn't? 

8 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    6 months ago

    Hey FCUK, thank you for reaching out and I am so sorry to hear about your package problem today.

    Online orders are processed differently than over the phone.

    It can take up to 14 working days to become activated, over the phone sometimes this can take up to 30 days to become activate.

    If there is any issues after this 14 days, please reach out and we will look into this for you.   

    • FCUK's avatar
      FCUK
      Tuning in
      6 months ago

      I'm worried there will be issue with my package cause it doesn't look same on the contract sheets I was sent 

      • Alex_RM's avatar
        Alex_RM
        Icon for Forum Team rankForum Team
        6 months ago

        We can see you've been able to call the team since posting, if you do still need help with anything however please let us know.

        Alex_Rm

  • Toni2413's avatar
    Toni2413
    Joining in
    6 months ago

    I have the same problem, I renewed online but no email confirmation received, when I went onto online chat, they couldn’t see my renewal package and gave me a much higher quote. Really fed up with Virgin!