Forum Discussion

Stevej54's avatar
Stevej54
On our wavelength
4 months ago

Upgrade online

I recently upgraded using my Virgin media app , I added mixit tv for an extra 5 quid a month . I got a confirmation email but then heard nothing and my orders werent updated . I contacted support and...
Stevej54's avatar
Stevej54
On our wavelength
4 months ago

So , I’ve just contacted Virgin and they have no record of my order again !! This is totally unacceptable ! What’s going on ?? Surely if you order something on your app online and get a confirmation email it should happen straight away ? Shouldn’t it ??

Is anyone from Virgin going to sort this out or do I have to put a formal complaint into the ombudsman this time ??

  • David_Bn's avatar
    David_Bn
    Forum Team
    4 months ago

    Thanks for reaching out to us Stevej54, and welcome back to our Community Forums!

    Sorry to hear of the issues experienced with the attempted package renewal.

    Are you able to confirm if you have any documentation that confirms the new package price, complete with it's contents?

    Thanks

    David_Bn

    • Stevej54's avatar
      Stevej54
      On our wavelength
      4 months ago

      Yes ive already posted the email confirmation I got , as follows 

       

    • Stevej54's avatar
      Stevej54
      On our wavelength
      4 months ago

      It includes a 360 box 

      • John_GS's avatar
        John_GS
        Forum Team
        4 months ago

        Hi Stevej54 

        Thanks for coming back to us. 

        On the email you've received, it does state it can take 7-10 days for the order to go through. This is correct as it's an online order.

        Are we in those timescales still?

        I will send you a PM now to assist further.