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Upgrade on broadband

Joining in


Recently upgraded my broadband from M350 to Gig1 Fibre. I have received the order confirmation (Nov 19th) along with another email today (Nov 25th) to say the "request has now been fully actioned and your special bundle offer has been applied". My virgin media app and account online, however, do not reflect this in neither the 'my package' selection, or the 'my orders' selection, either.

I am aware that a new box is expected to be sent, however I've had no email to confirm this or offer any indication on whether I would get one or not/where it may be in transit. I am worried that it may not arrive or end up somewhere else as I also noticed that the email has only displayed part of my address - street number and name, missing the flat name and number. I didn't know if that is what's recorded on the shipping details or if this was strictly privacy reasons for the email only.

I'd love some help with this please, just to confirm the order has in fact gone through, and that the new box will be sent to the correct place. I have tried to find a number to call online or another point of contact but this has proven difficult. 

Many thanks.





Forum Team
Forum Team

Hi @Cryptic 

Thanks for posting and welcome to the community.

Sorry to hear of this, normally online orders are processed within 7 working days but after a check on this we need to discuss further in PM.

Best wishes.

Forum Team

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