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.
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.
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.
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.
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!