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Why is my Upgrade package not showing

Tanya04
Joining in

on ‎05-06-2023 17:38

Hello i got my virgin put in on the 29th of may and yesterday I upgraded to better wifi and the tv and i got a email saying that i did but it didnt show up on my virgin account and just shows the one i got on the 29th so im just confused does it take awhile or something cuz it also mentioned a set up box getting sent out in 7 to 10 working days. Im just confused.

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2 REPLIES 2

newapollo
Very Insightful Person
Very Insightful Person

on ‎05-06-2023 19:17

Hi @Tanya04 

Package changes/regrades made over the phone are usually actioned immediately, unless you are also receiving new equipment, in which case the regrade doesn't take place until the new equipment has been installed and activated.

Package changes/regrades made using any other method normally take 2 to 3 working days, except in cases where VM are overstretched workwise and can then take up to seven days as the changes need to be made manually.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Martin_N
Forum Team
Forum Team

on ‎06-06-2023 08:07

Hi Tanya, 

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the delay in your package change showing up. 

I am happy to take a quick look at the account to confirm everything has been setup correctly. 

I will private message you to confirm your details. 

^Martin

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