Forum Discussion

LesleyLunn's avatar
LesleyLunn
Joining in
2 years ago

Broadband upgrade not working

Hi there,

I recently upgraded my account online from Volt M500 broadband to Gig1. This was on 20/11/2023. I received no emails after my initial pre contract documents and order confirmation and still have not. I contacted support who said the order was never made and then they said it was made it just needs to a few working days to process which I gave it and still nothing extra. I had an engineer come to my house for an unrelated issue who confirmed there is no equipment due to arrive. Tonight I placed a new order for the same thing and am waiting to see what happens.

Any help much appreciated, Thanks

order
  • Robert_P's avatar
    Robert_P
    Forum Team
    2 years ago

    Hello LesleyLunn

     

    We're sorry to hear of the package issues experienced and the problems getting this processed, we appreciate the eagerness to get some help with this and you posting via the forums, welcome to the community.

     

    Although we aren't able to make changes to packages or arrange cancellations via the forums we are happy to look into this further and offer some advice. When an order/change is placed/arranged we will always send you an email with the details outline all of the changes to the package and cost. This is usually received within 24 hours (usually much quicker) of the order being placed, if you haven't received this after 3 days we would recommend contacting the team.

     

    If you can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. 

     

    Rob

    • LesleyLunn's avatar
      LesleyLunn
      Joining in
      2 years ago

      Hi Rob, I received the email confirming my upgrade and one with the pre contract agreements but since Monday nothing after that.

      • Robert_P's avatar
        Robert_P
        Forum Team
        2 years ago

        Did the email advise of when this would be applied LesleyLunn? If not and you were advised this would be applied straight away you will need to speak to the contracts team on the number provided.

         

        Rob

  • Tractorboy's avatar
    Tractorboy
    Rising star
    2 years ago

    Mine was placed 17 days ago and I still cannot get anybody to accept its existance even after sending proof !