Forum Discussion

johnasimmons's avatar
johnasimmons
Superfast
5 days ago

Black Friday broadband upgrade

Hi

Last week - Thursday 27th November 2025 - I upgraded my broadband from 500mbs to 1gb on the Black Friday special offer online on Virgin Media's website. It stated I would be sent out a Hub 5 modem in 7 to 10 working days and then I can self-activate the 1gb connection (I've done self-install several times in the past). I received the two emails - one confirming the upgrade and the other with the order documents and contract attached. The thing is; when I log in to my VM account online or via the app there is no mention whatsoever of this upgrade even though I have the upgrade order number and relevant emails - is this normal?

Kind regards 

John Simmons

2 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    17 hours ago

    Hi johnasimmons 👋 Welcome back to the community forum! Thanks for posting to bring this to our attention. 

    Sorry to hear your concerns about the recent package change taken out via your online account. 

    My VM will only show the details of your current active contract, package and services. If you have taken out a new package which includes a change to your equipment, this will not go live until you have received the equipment and activated it. 

    Have you received any new equipment, or a delivery notification from the courier to say when it's expected? If not, we may need to take a closer look to see what's happened with the order. As you have mentioned, these can take 7-10 working days to be processed so it may have arrived since your post 🤞

    Please do get back to us! We can then offer further help if needed. Wishing you all the best. 🌞

    • johnasimmons's avatar
      johnasimmons
      Superfast
      38 minutes ago

      Hi there,

      I have not received any new equipment (it was to be a Hub 5) or any delivery notification from the courier. I did receive emails with confirmation & reference numbers at the time I placed the order online. can you help please

      many thanks in advance

      Kind regards

      John Simmons