Forum Discussion

jtalep's avatar
jtalep
Tuning in
12 months ago

Upgrade Order Not Showing

I already have M500 broadband and decided to upgrade my package to include TV.  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 TV 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.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    12 months ago

    Hi jtalep 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry for any confusion caused by this 😔

    In order to clarify the situation, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

    • Cambolino's avatar
      Cambolino
      Joining in
      10 months ago

      I have the same situation upgrade online as current contract expiring, signed up on line and got confirmation mail with order detail and activation date of 2 March, looking on web site and no new contract showing. I am not waiting for equipment as not having box upgrade

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        10 months ago

        Hi Cambolino

        Thank you for your post and welcome back to our community.

        We are very sorry to hear that.
        We will send you a private message now so we can help further. 

        Please look out for the envelope in the top right of the page and pop back to me when you can.