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New change package order not showing

Tuning in


I recently went though processing of changing my package as my initial 18 month contact was coming to an end. 

I received email with my order summary/ order number etc but my order doesn't show on the orders and appointments page?

I want to make sure all is in hand and I will move onto the new package when my current 18 months comes to an end.

Thank you,



Forum Team
Forum Team

Hi Louis, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you've not had any clarification on when the package change will be completed. Usually orders made online can take up to 14 days to process as these go to a back office team to be applied. 

Once the changes have been processed, you'll receive a new contract showing the start date and minimum term as well as the offer details. 

Let us know if you have any further queries or questions. 


Forum Team

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Tuning in

Hi Kath, 

it's been 15 days now and still nothing?
Order number is CH2060799781

Thanks for the reply @withers1994 👋🏼

I'm sorry to hear that this matter has not been resolved with regards to the package changes.
I will look in to this for you and assist you in getting this resolved and get everything right.

I will send a private message to assist further. ✉

Kind regards,

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs