Changing package online

[FCUK]

Hi 

I've always changed my package on the phone and so forth. It was then always sorted within 24hrs, or mostly pretty much instantly. Today I did it online, but seems it takes 14days to take affect? When I called in they can't see this 'new package deal' I signed up for. I got a email with order ref number and prior to officially accepting the new package which is basically what I got now just cheaper price, I got contract summary but this was before I accepted.

I'm worried the price stated won't actually go through and why is there a wait? Why on the phone is instant but online it isn't? 

[Matthew_ML]

Hey FCUK, thank you for reaching out and I am so sorry to hear about your package problem today.

Online orders are processed differently than over the phone.

It can take up to 14 working days to become activated, over the phone sometimes this can take up to 30 days to become activate.

If there is any issues after this 14 days, please reach out and we will look into this for you.   

[FCUK]

I'm worried there will be issue with my package cause it doesn't look same on the contract sheets I was sent 

[Toni2413]

I have the same problem, I renewed online but no email confirmation received, when I went onto online chat, they couldn’t see my renewal package and gave me a much higher quote. Really fed up with Virgin! 

[Alex_RM]

We can see you've been able to call the team since posting, if you do still need help with anything however please let us know.

Alex_Rm

[FCUK]

I believe I've managed to sort it yes after about 50+ calls after they keep dropping constantly. Retention sorted it and even offered cheaper deal then one online so I believe it's now all sorted. Fingers crossed. Would the previously accepted renewal I did online before retentions sorted it be cancelled? 

[Ilyas_Y]

Thanks for the update @FCUK 👋🏽

Glad to hear everything has been sorted!
The other deal will not go ahead, however if you do see anything happen in terms of the billing - let us know and we'll sort it out for you.

Kind regards,
Ilyas.

[FCUK]

I'm not sure now. I've got 3 emails all with different contracts. I don't really want to call in again, I wasted my entire day yesterday sorting this. All the emails have different amounts, different contract numbers and my app is now saying something very different, it's a mess right now. Can we look into this please? 

[Ilyas_Y]

No worries @FCUK 

I'll look at this for you.
I will send a private message.

Kind regards,
Ilyas.