Upgrading my account under Black Friday

[adelphiaUK]

I am another of these customers trying to upgrade online under the Black Friday deals.

I have now applied and completed all the steps twice, and for each occasion received the required pre-contractual documentation and, as it says at the bottom of the email, waiting to enjoy my new services.

Since I applied, about 4 days ago, I'd heard nothing so decided, today, to go take a look at the status, and to my surprise, under my orders and visits section, it was totally blank.

So I thought to myself, "oh, it must have slipped through the net" so decided to apply again. I must admit, I couldn't remember clicking the "Complete Purchase" button last time, so I made sure I did this time and, again, I received all the pre-contractual documents and welcome email for a new (or reconditioned) Virgin 360 and Maxit TV; free for 3 months then £14/month after that.

Anyway, having thought to myself, this time it's got to have worked as I definitely pushed that committal button saying "Complete Purchase", I decided to go take a look at my orders and, you guessed it, my order page was again blank.

Have Virgin been inundated with demand such they can't cope, or is there just some kind of spanner in the works?

I wonder if a member of "The Team" would be able to assisting me to accomplish this trivial task, or do I need to spend some time calling Virgin Media's Customer Service, that's if I can ascertain which number to call.

[newapollo · Accepted solution]

Hi Chris,

It's been a long time since we last spoke on the forums. Hope you are well.

I'm afraid you'll be in for a bit of wait for the upgrade to be processed.

Once you've agreed to the terms and conditions  for any online renewals or regrades made through My Virgin Media or via an email offer that was sent to you, the orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them so there's no point calling them up to chase the order or check the status.. 

Once it's been 14 days, if the new contract hasn't been put in place, pop back and update this thread and a mamber of the forum team will be able check things further for you. 

[Kath_P]

Hi adelphiaUK, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry for any confusion caused. As mentioned by newapollo, any offers accepted online go to a Back Office team who manually processes them. During this time, they won't show in the orders section, nor will the team have any visibility of them. 

Once the Back Office team pick up your order, they'll process this and you'll receive a confirmation email. If you've not heard anything after 14 days of submitting your order, pop back and let us know and we can help further. 

Thanks, 

[adelphiaUK]

Thanks all for your help.

I can now confirm that I'm currently watching Pluto TV on my freshly installed Virgin 360 box.

PS: I've forgotten how to change the past title to [SOLVED].

[Vikki_M]

That's great to hear 😊

Thank you for letting us know. 

If you need any further support or have any questions, please pop back to us and we'd be happy to help.

Take care.