Forum Discussion

ariaj's avatar
ariaj
Joining in
9 months ago

New order not showing

I already have M500 broadband and decided to upgrade my package to the gig1 as my contract was ending.  I went through the process on my account, selected all my options and completed the order.  I received 2 emails - one confirming the order number and pricing details and the other containing pre-contract info.

However, my account doesn't seem to reflect the order - it doesn't show in my orders at all.  Infact, it still offers gigb1 as an upgrade.  I got an activiation date of '7-10 working days' but no mention of when the equipment will arrive.

I'm worried the order might not have gone through correctly and I'm a bit confused as to what happens next?  This might be normal, but I'd appreciate someone from the forum team checking my order please.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    9 months ago

    Hey ariaj, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

    How was this ordered? Was it via the app  / online if so it can take 7 - 10 working days.

    The equipment would be delivered in this time because it wouldn't work without it.

    Can you let us know please.

    If you got the paperwork this is a good sign. 

    • ariaj's avatar
      ariaj
      Joining in
      9 months ago

      Hi Matthew,

      This order was placed and confirmed on the 01/05. I received the confirmation email at the time but have not received any equipment or anything further, and there is nothing showing on my online account in the orders section or on my package page

      • ariaj's avatar
        ariaj
        Joining in
        9 months ago

        Forgot to mention! This was placed online

  • TMC1888's avatar
    TMC1888
    On our wavelength
    9 months ago

    @ariaj The same thing happened to me, I posted about this the other day. There has been far too many similar posts recently which would suggest there is something broken somewhere.

     

  • Kallor's avatar
    Kallor
    On our wavelength
    9 months ago

    Same here ordered upgrade from 500MB to 1 gig today got the two emails, no info on the account about the order and I already have a hub 5 had it over a year so why the 7 -10 day wait., I was expecting to just reboot the hub and the speed boost would kick in.