Broadband upgrade not activated

[jamie2497]

Hi,

I received the 50% off broadband speed upgrades offer from virgin and opted to upgrade to 1gb over a week ago.

I’ve had the contract details with an activation date of last Thursday but nothing has happened and nothing is showing on my account.

please can someone help.

thanks

[Matthew_ML]

Hey jamie2497, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

How was this ordered via an email offer to from us to you?

You said you got the paperwork through, did this mention it starting right away or within 30 days? Cheers 

[jamie2497]

Hi Matthew,

yes offer was via email and my activation date for the upgrade was last Thursday.

thanks

[Matthew_ML]

Sorry to hear this, just to confirm you got the paperwork to your email to confirm the order went through?

This paperwork also stated it was due to start on Thursday? 

[steveshang]

It's a similar situation here. I signed in My Virgin Media account, and applied to upgrade my broadband package to 1 gig on 10-Dec-2023. Received confirmation email with estimated activation date on 13-Dec-2023. However, nobody get in touch with me on 13-Dec-2023. Then I contacted them several times. First they told me the new package will be activated within 24 hours. Few days later they told me the package will be active in 7-10 business days. Just now I contacted them again and they said the change might take max 15 days to proceed since I applied online without speak with a live agent. It is completely nonsense! If so, what is the point of allowing customers to apply upgrade online?

[jamie2497]

Hi Matthew,

Yes I have the contract etc saying I’ll be upgraded from M250 to 1GB and the monthly amount and the activation date, however nothing has happened.

I can send the order number if needed

[wato500]

I have all the above.....all the paper work , activation date never happened, rang today to be told if I don't hear from them by 12 January  to ring back ???

Whats all the crap !!

[Gareth_L]

Hello wato500

Thanks for your first post and welcome to our community.

Sorry to hear you are having to wait for the upgrade offer.

I am happy to take a look into this for you.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L