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Upgrade Hasn't Gone Through

Hello,

A few weeks back I did an online upgrade to my Virgin Media account. I had an email confirmation come through confirming the details etc and figured it wouldn't go through until the end of the month anyway. However I have recently just received a billing email for the month of November which shows that I'm still on my existing plan. It appears as if the upgrade didn't go through? Can anyone help?

Thanks

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Re: Upgrade Hasn't Gone Through

Hi Recoil13, 

Thanks for your post and welcome to our community. 

I'm very sorry that your upgrade hasn't gone through and I can appreciate the frustration caused. 

We're keen to grab some details so we can see what's gone on and feed it back and look at the package. 

So I can do this I'm going to pop you a personal message now and we'll take it from there. 

Emma_C - Forum Team
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Re: Upgrade Hasn't Gone Through

I've had same issue too, with no sensible response from VM.

 

Very disappointed in the customer service.

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Re: Upgrade Hasn't Gone Through

Thanks, Emma!

I have just replied to your PM!
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Re: Upgrade Hasn't Gone Through

Awesome, I've got it now. 

I'll be back with a response and resolution within 24 hours, keep an eye out for my message 🙂 

Emma_C - Forum Team
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Re: Upgrade Hasn't Gone Through

Glad we could get this all sorted for you. 

Do pop back if you need anything else 🙂 

Emma_C - Forum Team
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