Upgrade Order not Processed

[Hammondo]

Hi,

I placed an upgrade order on the app as my 18 month terms was coming to an end.  I got the pre contract docs, and then once order was placed received an order confirmation with an order number etc and an estimated 'install' date of today. Upgrade from M350 to M500

I checked earlier and I was still showing as on M350, so I checked my open orders and nothing was there.  I messaged on live chat and got through to someone who said the order wasn't on the system but not to worry they could match.  Then they proceeded to say they could offer me a deal but £20 more a month than I had ordered.  They then put me through to retentions and I never got a response before they closed for the day.

I have an order confirmation, order number - surely they have to honour that right?! What can I do from here?

[Ilyas_Y]

Hey there @Hammondo Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to hear about the issues with the upgrade not being processed. 😢
I will look in to this for you and get this sorted out for you.

I will send a private message. 🧾

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @Hammondo 

I'm glad I have been able to assist and get this contract honoured for you.
All details are within our private chat if you need to look over anything. 😇

As advised - reach out to us in future if you need anything and we'll assist where we can.

Kind regards,
Ilyas.