Menu
Reply
Bobpjnr
  • 6
  • 0
  • 0
Joining in
413 Views
Message 1 of 15
Flag for a moderator

Upgraded package

Upgraded package 6 days ago , not showing up in orders ,received email stating upgrade but nothing further .

0 Kudos
Reply
Beth_G
  • 3.43K
  • 213
  • 345
Forum Team
Forum Team
384 Views
Message 2 of 15
Flag for a moderator
Helpful Answer

Re: Upgraded package

Hi Bobpjnr,

 

Welcome to the community! Thank you for your first post.

 

I'm sorry to hear that an order you placed still hasn't taken affect on your account. 

 

Can I ask if this order was placed online or over the phone will us? Our back office team who processes any orders made online are a little behind, and so these orders are taking longer than usual to be processed on customer's accounts. However if the order was made over the phone, any changes usually occur straight away.

 

Many thanks,

 

Beth

 

 

Bobpjnr
  • 6
  • 0
  • 0
Joining in
378 Views
Message 3 of 15
Flag for a moderator

Re: Upgraded package

Hi upgrade was made online

0 Kudos
Reply
mko1
  • 3
  • 0
  • 0
Joining in
346 Views
Message 4 of 15
Flag for a moderator

Re: Upgraded package

Can you give us an idea of how far behind the online upgrade team are? I also put in a request via the website for an upgrade over a week ago (and repeated the request 2 days ago) but have heard nothing other than an automated email confirming my request. replies to the app chat service are taking 48 hours per message, if they come through at all and my post on your Facebook page has also been met with stoney silence. I'm out of contract and am seriously considering cancelling and going with Sky instead.

0 Kudos
Reply
Beth_G
  • 3.43K
  • 213
  • 345
Forum Team
Forum Team
314 Views
Message 5 of 15
Flag for a moderator

Re: Upgraded package

Hi Bobpjnr,

 

Many apologies for the delay in getting back to you, thanks for confirming that the order was made online.

 

I'm going to send you over a PM so I can take a closer look into this for you. Please find my message over at the purple envelope.

 

Thanks,

 

Beth

0 Kudos
Reply
Beth_G
  • 3.43K
  • 213
  • 345
Forum Team
Forum Team
314 Views
Message 6 of 15
Flag for a moderator

Re: Upgraded package

Hi mko1,

 

Thank you for getting in touch via our Community Forum, I am really sorry to hear there has also been a delay with your online order. It looks like some orders that are being placed online are taking up to 10 days to be processed and applied onto accounts.

 

Can you please let me know if you've received any further communications regarding your order since posting? If not, just give me a shout and I'll be happy to look into this further for you.

 

Kind regards,

 

Beth

TECreasey
  • 8
  • 0
  • 0
Tuning in
306 Views
Message 7 of 15
Flag for a moderator

Re: Upgraded package

We upgraded online on Monday 16 November and although we’ve had a confirmation email we haven’t had any further communication or update in our account.

I am guessing based on your last message @Beth_G that we’ll need to wait 10 working days before seeing any further updates?

0 Kudos
Reply
Beth_G
  • 3.43K
  • 213
  • 345
Forum Team
Forum Team
305 Views
Message 8 of 15
Flag for a moderator

Re: Upgraded package

Hi TECreasey,

 

I am sorry that you are also having a few issues with your recent online order. We of course do not expect you to wait 10 days until the order is processed - these delays can be due to various different reasons so it's something I can certainly look into for you.

 

I'm going to send you over a PM so I can take some more details and have a look for you. Please find my message over at the purple envelope.

 

Thanks 🙂

 

Beth

mko1
  • 3
  • 0
  • 0
Joining in
323 Views
Message 9 of 15
Flag for a moderator

Re: Upgraded package

Spent 6 hours yesterday on the online chat service with 3 different members of Virgin Media staff with the outcome being they are going to look into my query and will get back to me in the next 7 days. How's that for quality customer service! 

0 Kudos
Reply
Beth_G
  • 3.43K
  • 213
  • 345
Forum Team
Forum Team
320 Views
Message 10 of 15
Flag for a moderator

Re: Upgraded package

Hi mko1,

 

Thanks for coming back to me, I can appreciate that must have been very frustrating for you.

 

I have sent you over a private message as I would like to look into this for you and ensure that it gets sorted as soon as possible.

 

Feel free to respond to my message whenever you get the chance.

 

Many thanks,

 

Beth

0 Kudos
Reply