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Broadband Upgrade Orders Dissappearing

Joining in

Twice in the last 3 months I have tried to upgrade my M350 broadband to 1Gig and neither attempt has worked. Both times the order went through, I got the contract documentation and the order confirmation then... nothing. No payment was taken, my contract did not change or increase in price and none of the physical deliverables were dispatched. The order disappeared and Virgin Media acts like it never happened.

Inquiries with after the first failure got me the helpful response "something went wrong, try again" which I did. The exact same thing happened.

I understand that it could be entirely possible that I cannot have the upgrade I want but I would have thought it would be normal to let me know. Deleting orders and pretending they didn't happen when someone wants to give you more money seems like a counter-productive business strategy.

Anyone else experience this or have any suggestions on getting an upgrade to go through?



Forum Team
Forum Team

Hi @captainkibble

Welcome back to the community. 

Sorry to hear you're package upgrade request has not been processed and you were not informed. Unfortunately, we are unable to process package change request via the forums. 

Where did you see the offer for the upgrade deal you were looking to take out?  Please do consider giving us a call on 0345 454 1111 / 150 or via SMS 0753 305 1809 and WhatsApp on 07305 327 112 our team will be more than happy to perform a package review for you. They will ensure that you're on the best possible deal for your package.

Here to help 🙂
Virgin Media Forums Agent