Forum Discussion

TiPs1's avatar
TiPs1
Tuning in
2 years ago

Upgrade not applying to my account!

Hello,

I have tried to add MEGA TV to my account which the offer was presented via my account on the virgin media website and also the app.

I have received the pre-contract information with an order number and CIS numbers etc but the call centre cannot find the order and said reapply for the order or wait 14 days?. Never had this issue before applying an upgrade to my account.

I also ordered an additional wifi pod via whatsapp but nothing showing in my orders either for the pod but I believe the first order for the pod did show in my orders.

Is something wrong with your systems as I have seen another post by another member saying the exact same issue!

 

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    2 years ago

    Hi TiPs1 👋.

    Thanks for reaching out to us. Apologies for the issues that you are having with the points that you have raised, although some customers may of had similar to yourself, it may not always be exact as we bring them into a private message to look further into this. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

    Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    2 years ago

    Hi Paul.

    Thanks for that, and finally: 

     

    What's the contact email address that's registered on the account?

    What was the total value of your last monthly bill? 

    What date does your Direct Debit payment usually come out each month?

     

    Thanks.

     

    Sabrina

  • LukeT11's avatar
    LukeT11
    Tuning in
    2 years ago

    Hi TiPs1,

    Did this get resolved for you?

    I am having a very similar issue.

    Thanks,

    Luke

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi LukeT11 👋.

      Thanks for reaching out to us and welcome to the Community Forums. I have been assisting TiPs1. Are you facing the same issues? I will drop you a private message so we can look into this.

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

      • LukeT11's avatar
        LukeT11
        Tuning in
        2 years ago

        Hi @Sabrina_B

        Thanks for your concern, but I have spoken with multiple people today, none of whom were able to resolve my issue. I have had to since open a complaint as I find it quite shocking that I am not receiving something that I signed up for on Saturday even though I received my contract documents from Virgin Media!

        I will message you back and let's see if you're able to help.

        I will update the rest of the readers/community once you have responded.

        Thanks,

        Luke