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Package upgrade not actioned

Hi,

I requested a package upgrade (to M350 & Mix TV) through the "My upgrades & offers" section of my virgin media on 2nd Oct. I received an email summary of the order (ref WS7194991) saying I would receive an email/contract in the next few days, however no email has arrived and my package is not showing as having been changed. The offer I selected is still showing as an available upgrade in my account.

Hopefully someone from the forum team may be able to check this out for me.


Thanks,

Andrew

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Re: Package upgrade not actioned

Hi Andrew,

 

Thanks for posting on the forums and welcome to the community.

 

Sorry to hear there's been a delay in the team actioning your online order, it can sometimes take a few days before the order is processed and applied on your account, but I'd imagine it would have been completed by now.

 

I'll pop you over a PM so I can take a look for you - please find my message over at the purple envelope.

 

Thanks,

 

Beth

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Re: Package upgrade not actioned

Big thanks to Beth for sorting this out - our package upgrade is now active.

 

 

Thanks again,

 

Andrew

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Re: Package upgrade not actioned

@ajamieson

Glad to hear this was resolved - can I ask how long it took, please?

I’m in the same position, but, tbf, it’s only been 3 days.

Cheers

Hugh

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Re: Package upgrade not actioned

The upgrade itself was live within a few working days of Beth getting involved. Few more days to get the billing side sorted out.

I think the problem is we are being offered a package that doesn't exist in their system, therefore it needs to get set up manually with subsequent pricing adjustments.  I'm not sure if it would have got actioned at all if I hadn't chased it in the first place. I tried phoning first, but they couldn't match the offer I'd signed up for via My Virginmedia.

Hope you get your upgrade sorted soon!

 

Cheers,

Andrew