Broadband upgrade not working

[LesleyLunn]

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

[LesleyLunn]

Have you resolved it yet? Any word from Virgin?

[Tractorboy]

I have some dialog with the resolutions team , but not resolved yet,have sent them copies of their emails with the offer they claim they know nothing about but still waiting for a reply.  Am about to cancel and move on..

[LesleyLunn]

I am quite unsure as to why they would offer something they won’t honour.

[John_GS]

Hi @LesleyLunn 

It can take 7 working days for the order to go through if placed online. 

You should hear something by the start of next week.

Best wishes.

[Tractorboy]

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