Added tv not showing in orders

[Sarah198702]

On Thursday I added tv and a higher speed broadband package when I renewed my contract and it’s not showing up in orders. 

[newapollo]

Hi Sarah198702 

How did you process the new higher speed and TV package? 

Regrades made over the phone are normally actioned immediately, any regrades made online usually take around 5 to 7 days, although recently there has been a backlog and those changes are taking a couple of weeks.

Have you received a new contract via email, or is one showing in My Virgin Media?

[Sarah198702]

I received pre contract through email and an order confirmation.

[newapollo]

As per my original post, "How did you process the new higher speed and TV package? "

[Sarah198702]

Online. When I was renewing my contract.

[Ashleigh_C]

Hi there @Sarah198702 

Thank you so much for your post and I am so sorry to hear that you are facing this issue. 

Can I ask if this new deal included any new equipment at all?

[Sarah198702]

Yes I don’t currently have Tv. I selected self install in the checkout process. 

[John_GS]

Hi @Sarah198702 

Thanks for coming back to us, I'll send you a PM now to help further.