Renewed and Upgraded my Broadband contract [No Switch Date]

[IWFT]

Hi,

My current broadband package was due expire on 15/11/2024, when I signed into "My Virgin Media" account there was a new tlle "Your contract expires soon - Renew now to lock in your new price".

I clicked into this and selected the option to customize the package, from this selection I upgraded from 250Mbps to 500Mbps, and clicked through to the end of the process where I was issued a contract notifying me that my contract lengh would be extended another 18 months form the date of the renewal, being March 2026 it next needs to be renewed.

I reveived the confirmation email(s), and email copies of the new contract, however there is no go live date specified for the 500Mbps broadband, and when I currently sign into "My Virgin Media" I am still being met with the "Your contract expires soon" tile.

I'm looking to be updated on when I can expect the increase in speed.

For pricavy and security reasons I am not uploading the copy of the contract publicly to the forum, however if a Virgin Media representitive wants to reach out I can provide those details on request.

Many Thanks,
Ian

[Matthew_ML · Accepted solution]

Hey IWFT, thank you for reaching out and a warm welcome to the community I am sorry to hear about this.

However you do need to worry, this is because when you upgrade like this ( online) it can take up to 10 - 14 working days for it to be processed.

Has it passed 14 working days? 

If not it will update and become activate in this time, as long as you got the paperwork this is your confirmation. 

[IWFT]

Thanks Matthew,

14 days has not passed. I have upgraded speed before online from 150 to 250 and it took effect within a matter of hours, however I suppose with this recent change to my account it's also renewing the contract so I now understand it may take longer as we enter a new legal agreement,

Thanks for the quick response and I'll monitor for any progress over the coming weeks.

Ian.

[Ashleigh_C]

Thank you @IWFT 

Please do monitor this for us and if you do need any further help please pop back and we will do all we can to assist.

[IWFT]

Just a quick update, my hub/modem rebooted shortly after midnight and the increased speed was applied, I also received an email this morning finalising the renewal and everything seems to be ok, other than my online account still showing all the previous package details and the 'renew now" tile (I'll give this the 14 days)... well for at least another 18 months until we need to do this dance again  

I will definitely exercise more patience in the future, however it would have been nice for them to include a notice at any stage in the process that it will take 10-14 days to complete, as the closest message to that was along the lines of "All done - we will send the details to your preferred contact method" then receive the contract details within an hour (believing this is the details they are referencing), and then the actual completion email 2-3 days later. Perhaps this is somewhere in the small print, I was under the impression something went wrong due to the way I renewed and upgraded in the same action.

Anyways all good now!

Thanks to those who took the time to respond 🙂

[Paul_DN]

Hi IWFT,

Thank you for reaching back out and for the update, glad to hear your speed increase has now been added, apologies again that it was not made clear it may take up to 14 days, if you do need any further help/ support please do not hesitate to reach back out.

Regards

Paul.