Black friday deal not recieved after 9 business days...

[dazeb2]

Hello, i am another one of the customers who ordered the black friday deal for the upgrade to 1Gig from 350Mb.

It has been a total of 9 business days at this point and the upgrade says it should take 7-10 but im guessing it isnt happening for whatever reason.

I have a new contract sent by email with the new payment plan but absolutely nothing has changed in my account.

I have tried to contact virgin in every other way possible, no reply. How do i get this fixed? Can someone help?

[Kath_P]

Hi dazeb2, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're still waiting on a deal being processed. Whenever you take an offer online through your My VM account, it goes to a back office team who processes this. 

It can take up to 14 days to apply to the account however they have received a very high number of orders so are processing these as quickly as they can. Once the deal has been processed, they will complete this and you'll receive a new email confirming the changes have been processed. 

Apologies for the delay but rest assured there is nothing more you need to do. 

Thanks, 

[Rammstein94 · Accepted solution]

Hi Daz,

We are having exactly the same problem with them now (please see my forum posts) and have been told that we don't qualify for the deal, even though it was in our accounts upgrade page. Please keep pushing them and the Ombudsman is our next port of call after 8 weeks. It's disgusting they're treating people this way. 

[dazeb2]

If you can get out of contract get out ASAP. Virgin just want more more more. 

I can get CityFibre.com to install 1Gb down 1Gb up for £27 a month, free for 3 months and price promise for 3 years. Full Fiber to the house.

Bye VM 👋

[dazeb2]

This just blatant lies and is the same as they told me on the phone for the first 18 days, wait 15 days they said, it's not on the system yet they said.

They fail to mention a massive flaw in their ordering system, on black Friday of all days. Now they blame the customer!

How can I be sent a contract that is accepted by both parties on the date at a specific price then they nullify the contract stating all types of reasons. 

I ordered something they didn't deliver, I expected better. soon virgin will be no more when CityFibre.com are more available. 

[Daniel_Et]

Hi @dazeb2, we're sorry to hear you feel this way.

Just to clarify, on what date exactly was the order made?

Regards,
Daniel

[dazeb2]

The order was made on the 27th November.

Also the part i have marked in red proves it was an upgrade and I wasn't "stupidly making an order as a new customer" as your live chat said.

This post is a week old now and I have tried everything to get some sort of decent response. First i get told by someone on the live chat on WhatsApp, "Yes if the upgrade doesn't auto update by day 15 there has been a problem but we will honour the contract regardless" 

It is a legally binding document from Virgin to me. We agreed on terms and you failed to deliver. In fact you went further and insulted your customers because of your catastrophic system failure on black Friday.

Thank you for trying to help but the damage is done. I will be leaving virgin before February so I couldn't care less about myself but there is hundreds of others with the same problem and they are being ignored. 

Contract summaryEmail confirmation that it was not a new customer order

[Matthew_ML]

Thank you for sending this over and I am sorry to hear this I would be more than happy to take a look into getting this processed for you, I know you mentioned you are leaving February but if we did put this order through for you it would put you into contract for another 18 months.

Please do let us know.