Tv package upgrade not showing

[Sj15171]

Hi, I added the entertainment package upgrade to my account but it’s not showing it still says adding. I done this almost 24 hours ago, I’ve reset my box and everything. Any ideas? As this now means I’m paying for a service I am unable to use. Thank you.

[newapollo · Accepted solution]

Hi @Sj15171 

Regrades placed over the phone are usually actioned immediately.   Regrades  placed by any other method can take up to 10 working days as they are processed manually. You won't be charged the new price until the change takes place and the new channels/package activated.

[Martin_N]

Hi Sj15171,

Thank you for your post and welcome to the community. 

To confirm, how did you request the change in package?

^Martin

[Sj15171]

Via the tv, my confirmation email said it would be ready to stream straight away.

[Sj15171]

10 days!? Thank you for letting me know.

i feel as though it should tell you this when upgrading to make us aware of the difference and the confirmation email should also confirm up to 10 days not say I can stream straight away 😞 

thank you for the helpful answer. 🙂 

[Beth_G]

Hi Sj15171

Thanks for your reply. It can take up to 10 days but only in extreme cases. 

If the order is still showing as stuck by Tuesday, please let us know and we can look into getting it pushed through for you 😊