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Broadband Upgrade

johnasimmons
Superfast

on ‎11-07-2022 16:23

I upgraded my broadband on Thursday 7th July online from 350 to 500 mbps but as of today (Monday 11th July)it still has not been actioned; I received and approved the pre-contract notes also on the 7th - is there a delay?

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3 REPLIES 3

newapollo
Very Insightful Person
Very Insightful Person

on ‎11-07-2022 18:05

Hi @johnasimmons 

If you are receiving new equipment then the regrade won't complete until the new equipment is activated and running.

Usually if customers regrade over the phone it's usually instantly, however regrading by other methods such as online or via whatsapp/messneger/text generally takes around 48 working hours, and sometimes up to 5 days.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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johnasimmons
Superfast
In response to newapollo

on ‎11-07-2022 18:29

I’m not receiving any new equipment just a speed upgrade 

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Vikki_M
Forum Team
Forum Team
In response to johnasimmons

on ‎11-07-2022 20:37

Hi @johnasimmons

 

Thank you for your post and welcome back to our community.

 

I would be happy to take a look at this for you.

 

I will send you a private message now so we can discuss this securely.

 

Please look out for the purple envelope in the top right of the page and pop me a reply when you can. 

Vikki - Forum Team


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