Forum Discussion

NoUpSelling's avatar
NoUpSelling
Joining in
17 days ago

No Order tracking visibility, new package not applied (14days since pre-contract agreed to)

I signed a pre-contract agreement on 10th September 2025 and have yet to have any further information beyond this. I have contacted support multiple times (and had many unsolicited phone calls from VM upselling teams), and they are unable to see this applied to my account.

Can I have confirmation that this order will be processed ASAP, as you are increasing my bill, and I will be financially worse off due to VM's failure to implement the contract in the time required?

Happy to provide the CIS and CSS numbers as evidence, any emails and support logs for this issue.

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6 Replies

  • NoUpSelling's avatar
    NoUpSelling
    Joining in
    8 days ago

    The Complaint Resolution Team have ghosted my response 7 days on despite following up again earlier in the week, and I see no update to my package following their offer. Virgin Media's Automated phone service loops on billing information despite given clear prompts about my issue.

    Why is it so difficult?

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      8 days ago

      Thanks for getting back to us, there appears to be some confusion from this message and a previous message. Can you please confirm the current state of your query and what assistance your require.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      14 days ago

      Hi NoUpSelling 

      Thanks for coming back to the thread. Apologies I was not in Thursday/yesterday but I'm glad you've got it sorted. 

      Best wishes.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    17 days ago

    Hi NoUpSelling 

    Thanks for posting and welcome to the community. Sorry to hear the online order hasn't yet gone through. We do advise 10 working days so that is today.

    I'll send you a PM now to assist further.