Forum Discussion

Barteks's avatar
Barteks
Joining in
12 days ago

Online upgrade isn't working

Hi,

My current contract ends at the end of January. Ten days ago, I responded to an email offering an upgrade and increased my package to 1 gig. Unfortunately, I didn’t receive any confirmation email. Today, I tried upgrading again – still without success. This time, however, I took a screenshot with the order number, but no email arrived (spam checked)

Unfortunately, the Virgin Media website still shows that my current contract is ending and that I can upgrade.
Can someone help me with upgrading while keeping the online offer?

Regards,

Bart

  • Steven_L's avatar
    Steven_L
    Forum Team
    11 days ago

    Hello Barteks,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your upgrade. Any online package upgrades can take up to 14 days to be added onto your account. You will be contacted and a confirmation email sent once the new package has been added to your account.

    Kind Regards,

    Steven_L

  • Barteks's avatar
    Barteks
    Joining in
    11 days ago

    Thank you Steve. I've done this 2-3 times as no confirmation arrived. I hope VM will only charge me once 🙂

    • Kath_P's avatar
      Kath_P
      Forum Team
      11 days ago

      Hi Barteks, 

      Thanks for coming back to us. Yes, the team will process the deal you've accepted and you'll only be charged the once. 

      If after 14 days, you've not heard anything, pop back and let us know so we can take a closer look at things for you 😊

      Thanks,