My account - change my package - upgrade not honoured

[Nanaplough]

Did you get a response in the end ? 
I’m having the same problem currently. 
Made one upgrade through my account online, waited ages and received email contract but TV box didn’t arrive. 
2nd try, CS said they couldn’t find a record of my order, but honored it albeit £3 a month more that first go. 
TV box arrived via Yodel and now won’t setup as in my account I have no TV package apparently … 

[Sabrina_B]

Hi @Nanaplough 👋.

Thanks for reaching out to us. Apologies for the issues that you are having with a missing piece of equipment. So that we can assist you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina