Broadband Upgrade "How to"

[Ronnie52]

I recently started an upgrade order and have received the pre - contract documents, question is, what is the timescale on an order and how can I check progress of the order as nothing is showing on My VM app as yet

Tia

Ronnie

[Ashleigh_C]

Hi there @Ronnie52 

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

I am so sorry that the process was not clear on your upgrade, can I just confirm, are you getting a new piece of equipment for the upgrade?

[Ronnie52]

Hi yes, upgrading m250 to G1 and new hub 5 coming, documents just say date to be confirmed

[Ashleigh_C]

No worries and thank you for confirming @Ronnie52 

The actual update would happen once the new Hub arrived and is installed. I can see in your post you've said you started the order, have you since completed it and agreed to the deal?

[Ronnie52]

Received 2 documents

Virgin Media Contract Information Sheet and Virgin Media Contract Summary Sheet

so I am presuming alls good, nothing about accepting etc

Ronnie

[Ronnie52]

Hi Ashleigh

Think Im all sorted now, Ive been back onto webpage and this time I got a confirmation page to accept the order ( came up with new documents ) which I have done and got a 7-10 days lead time....happy days

Thanks Ronnie

[jpeg1]

Be sure to check that the new contract is exactly what you wanted.  Some people have found TV channels missing after an upgrade.

[Alex_RM]

Thanks Ronnie, 

You would usually need to confirm that you agree to the changes. Package changes aren't something we do here, but you can speak to the team on 150/ 0345 454 1111 about it.

Alex_Rm

[Ronnie52]

Not a problem, its only a Broadband upgrade, dont have tv package and since last week ditched Sky tv