Ordered Broadband Upgrade but it's stuck in limbo

[gworf83]

On the 29th of November I had an email from Virgin asking if I'd like to bump up my broadband speed from 350 to 500Mb for an extra £3 per month.

Turns out I was actually able to order the full 1 Gig speed for an extra £6 per month so I decided to take that route instead.
Anyways, everything appeared to go through smoothly (got the contract documents etc) and I was sent an email with the expected go live date of the 2nd of December.

The 2nd of December came and went and I was still on the old 350Mb broadband speed, no problem I thought, things probably got a little hectic during the November sales and it'll probably take a few days for things to catch up, plus the fact that people who were having similar problems on the forum were being advised to wait for 14 days. So I decided to wait it out for a couple of weeks, fully expecting it to sort itself out.

And here we are, more than 14 days after the expected go live date, STILL on 350Mb and absolutely no sign of the upgrade that I ordered.

Did it actually go through or did Virgin just do a Computer said NO?

[Matthew_ML]

Hey gworf83, thank you for reaching out and I am so sorry to hear this.

Just to confirm was this the documents for the 1GB connection and the 350MBS upgrade documents?

After 14 working days it should get processed, just let us know which documents you got and we can look into this 🙂 

[gworf83]

Hi Matthew_ML,

I got the 2 pdf's for the contract summary sheet and the contract information sheet in one email 

And the following in the second email (Personal info removed)

Your order summary Hi Name Thanks for choosing Virgin Media. Now you can enjoy a package that it's just right for you. Because one size doesn't fit us all, right?

Order reference:

BLAHBLAHBLAH

Order date:

Wednesday 29 November 23

New Services:

Gig1 Fibre Broadband

Removed Services:

M350 Fibre Broadband

Installation address:

Address

Estimated activation date:

Saturday 02 December 23

Payment summary

New monthly payment £55* You’ll get your first bill within a month of your new package starting. It may vary a little from your new monthly rate, as it covers: The days between your services starting and the bill being generated (meaning you may be due a charge or credit on the first bill) A month in advance

Download a copy of your Virgin Media terms and conditions

And by clicking on My Current Package you can change your package whenever you like during the months remaining on your 18 month Virgin Media contract.

We hope you love your new services.

The Virgin Media Team

[Matthew_ML]

Okay no problem, I will send you a PM so we can look into this for you 🙂

[Matthew_ML · Accepted solution]

Glad to hear we've managed to get this resolved for you 🙂 

[gworf83]

Yep all sorted, thank you so much for your help and patience Matthew_ML