Broadband upgrade not showing on my account

[JanAlex]

Hi

I placed an order on 11/11/23 to upgrade broadband from 350Mbps to 1Gbps, I got a pre-contract email before confirming the upgrade and once I'd confirmed I got another email with my order summary. 

Since then nothing about this upgrade has reflected on my account, even tracking my order doesn't show anything, which I was surprised as VM are sending me out a Hub 5.

I have a order reference number if a staff member could look into it just to check the order is actually there and everything is on track? 

Thanks!

[Lee_R]

Hi @JanAlex thanks for posting and welcome back to our community.

Sorry to hear you've not had the benefit of your upgrade to Gig1 broadband.  I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
Regards

Lee_R