Just make very sure that the contract you are offered in writing is the same as the online offer you accepted.
Hi sezza19872003 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry to hear about the situation you find yourself in 😔
In order to look into this for you further, 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
I’ve messaged you back but received no response.
I realise that you sent a DM to Daniel as requested. Unfortunately the forums aren't an instant messenger system. The agents work on a rota basis (the same as the phone agents etc) and so Daniel will get back to you when he is next online, hopefully later today depending on his shift pattern.
Regarding regrades and recontracting timescales.
When a customer recontracts/regrades over the phone it's usually actioned immediately, except in cases where new equipment is reguired. If new equipment is required it takes a little longer as the equipment has to be despatched and then activated by the customer before the new contract kicks in. ln those cases (such as upgrading speed from 500 to Gig1 a new modem would be required as the older hubs can't perform the higher speeds) it generally takes around 5 days to complete due to equipment delivery timescales.
Any regrades/recontracts not performed over the phone can take up to 14 days as the orders are processed by a back office team.
Hi sezza19872003,
We're glad this has been sorted out for you.
If you have any further issues or queries, please don't hesitate to contact us.
Regards,
Daniel
