upgrade order not showing

[Thuddyy]

I have ordered an upgrade from my 250mb broadband to the 1g Black Friday deal package but it isn’t showing on my account in the orders section. 

I got through to an agent on online chat but I ended it more confused than anything.

[Ashleigh_C]

Hi there @Thuddyy 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am sorry for the delay with your package being added, orders online can take 7-10 working days to be added, so we do ask you wait for the package to complete and do not reorder multiple deals. 

Did you receive an email that confirmed your order and everything included?

[Thuddyy]

Hi, 

Yes I have received an email confirming my order. The eContract states that it starts from today’s date 19/11/2024. Should that be the case if I’m waiting approximately another week for the package to be added?

[Ashleigh_C]

Thank you @Thuddyy and that would lead us to think the deal should be added on today. I will pop you a private message and we will take a closer look on our side. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.