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Subject: New 1Gb package not reflected in account after upgrade

2unique
Joining in

a month ago

Subject: New 1Gb package not reflected in account after upgrade

Hello Virgin Media Community,I recently upgraded my package to 1Gb speed, but I'm unsure if my account has been fully updated. I'd appreciate some clarification on the typical timeframe for these changes to be reflected. Here's my situation:

  • My previous contract recently ended
  • On August 29th, I called and agreed to a new deal: 1Gb speed for £40
  • I received my new modem today (September 6th)
  • However, when I log into my account, it still shows:
    • My old M500 speed package
    • The old pricing on my bill

Is this normal? How long should I expect to wait before seeing these changes reflected in my online account and billing?  Also how long should I wait for the connection to get stable as it's only hitting 300 speed but I know it needs time, how long? I just want to ensure everything is proceeding as it should. I don't want to be paying £66 instead of £40 with credit from last bill. Any insights on timeframes just so I know how it works would be greatly appreciated!

Thank you for your help.

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1 REPLY 1

David_Bn
Forum Team
Forum Team

a month ago

Thanks for reaching out to us @2unique, and a very warm welcome to our Community Forums!

Sorry to hear of the upgrade now showing on your online account, and the speeds not representing the upgrading in speeds.

We would expect an upgrading of a service to come into play with immediate effect, with the new contract also showing on your account.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

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