Black Friday Upgrade Query

[ajmb100]

I was offered a Black Friday upgrade deal to take my broadband from 250Mbps (360Mbps Volt) to 500Mbps (1Gbps Volt), which I signed up to. I received the confirmation email with an order reference number and new payment summary and a second email with pre-contract documents.

However, I’m unable to see any reference to this order against my account and, given the number of similar posts, with people experiencing issues with these upgrades, would like to know how I can verify everything is in hand?

[Adri_G]

Hi, ajmb100.
Thanks for making this post and welcome to our help forums and the community, nice to have you here. 🙂

We're sorry to see the confusion with your new contract deal and when it will take effect, can we ask what services/BB speeds you've purchased with this based on the pre-contract documents and for what price?
Was the deal on our website or did you get an email offer to grab? 

Also, how long ago did you place the order?

Let us know a bit more and we're eager to assist further with this.

[ajmb100]

Hi,

The deal was from the website - speeds as detailed above, and the order was placed on Saturday 25th Nov (order ref: CH2055352450). Included a Media Hub 5 and tied me in for 18 months.

[Adri_G]

Thanks for sharing more on this, just to be sure where you logged on your online account when you found this order online and placed it? 
Also, did it mention anywhere on the page that the offer is for new customers only by any chance (not very likely, if you know this)?

As you get a new hub 5 with this upgrade, we'd assume this should or soon will be on it's way to you - so the reason the upgrade may have not yet gone ahead is because we need the new hub installed to activate this service. 🙂

Could you please check your orders here and let us know if you see a hub 5 being posted / pending delivery?
Let us know and we'll still be happy to support you with this change, if anything looks wrong.

[ajmb100]

Hi,

Yes, I was logged into my account. The offer was an upgrade to my current account and the documents provided detail payment information (amount increase, one off charge and length of contract). None of this information, or details about any new equipment, appears under my ‘Orders’ screen, which is the reason I am contacting you.

thank you.

[Adri_G]

Ok, thanks for checking this and for sharing more on the info you received following the order you placed.

I'm glad to have a look into the changes and what has happened, for this I'll send you a PM here soon.

Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.

[A2GMAN]

I had this offer too. but it was such a mess and everything. i gave up. i wasnt happie getting the email and only getting under what i wanted. so i just gave up. not happie at all.....

[PHudnott]

I have exactly the same issue order placed 11 Nov (CH2054198382) for 1gig upgrade and new hub 5.

was logged in and was available as upgrade, rest of package not changing only broadband. Nothing appeared under my orders even though I had the emails confirming order.

long chat via whatsapp only to be told they can’t see orders placed online so passed to retentions who said same and insisting black friday deals are for new customers only not existing ones, they wouldn’t accept what I was saying even though I screenshotted the pages whilst on whatsapp with them. Advised it may be a glitch and to place the order again, which I did (CH2055527892) still nothing showing under my orders so no idea if I have the upgrade or not.

[Kain_W]

Hi ajmb100,

Adri is currently out of office so I've assigned this to myself to pick up.

I've dropped you a PM so we can discuss further.

Regards,