Request for Assistance with Broadband Upgrade Issue

[Media123]

Dear Virgin Media team,

I am encountering a hurdle while upgrading my broadband to Gig1 Fibre Broadband. I'm at "Step 2 of 3: Review & Submit your order" on the website but can't proceed further. I've received the Virgin Media Order Documents, including the Pre-Contract documents via email. I have the contract summary sheet details with me.

Could you kindly assist me in resolving this issue and moving forward with the upgrade? Thank you in advance.

[Steven_L · Accepted solution]

Hey Media123,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your broadband upgrade, what's happening, when you try to proceed to the next stage, are you getting any error messages? If so, are you able to send over any screenshots being sure to hide any personal data. 

Kind Regards,

Steven_L

[Media123]

[Media123]

As you see, no buttons to proceed, all i get is Virgin Media Order Documents emailed to me. I've tried on different browsers, same issue

[Media123]

Would it be possible to check your end if order has processed?

[Steven_L]

Thanks for coming back to me Media123, I would be able to take a look for you, I'm not sure that I will be able to do anything but I will have a look to see if I can but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[Media123]

Is there a problem with the website?

[Media123]

Can someone at virgin media help with this? Was advised to wait 15 days after  initial order was sent but still no updates?

[Matthew_ML]

Hey Media123, thank you for reaching out and I am so sorry to hear this.

I can see you are currently in PM with my colleague, if you need anymore questions answering please do reach out to him. Cheers