Upgraded my virgin internet to 1Gbps but not applied

[rayaanW]

Hi All,

Hope everyone had a great Christmas and a happy New year. My issue is very unique again unfortunately.

So around black Friday weekend I got an offer to upgrade my broadband at 50% off. I applied to it but for some reason I haven't heard anything back.

It could be an IT issue as after submission the page did go blank and I tried it twice but wasn't worried as I got an email with the new contract pretty much straight away.

Based on the above will VM honour the deal? I still have the new contract if VM wants it as a proof. 

Many thanks.

[Adduxi]

What speed tier was shown on the emailed new contract?

Check the conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.

[Daniel_Et]

Hi @rayaanW, thank you for your post.

We're sorry to hear the broadband package hasn't been applied 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your support @Adduxi 👍

Regards,
Daniel

[rayaanW]

Hi Daniel,

I messaged you directly but didn't get any reponse my bill has come out to be £17 more than what you said it would be.

Can you please have a look as to what went wrong?

Thanks 

[rayaanW]

@Daniel_Et can you please look at my previous message. 

Thanks 

[Ilyas_Y]

Hey @rayaanW Thanks for reaching out to us. 👋🏼

I will send a private message to assist on this.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @rayaanW on the Virgin Media forums. 👋🏼

I'm glad we have been able to speak and resolve the queries brought forward.
All the information is within our chat.

Feel free to reach out to us for any other queries and we'll assist where we can.

Kind regards,
Ilyas.

[rayaanW]

Hi the issue has not been resolved can you please check your dm?

Thanks

[Kath_F]

Hi rayaanW, 

Thanks for coming back to Ilyas via private message. I can see this are sorted out for you now. 

If you have any further issues, pop back to us in the Community. 

Many thanks,