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I would like to know the status of my order

Joining in


On May 25th I called to upgrade my Broadband to the 500Mb package. I was told I was going to receive a new modem.

No news from Virgin since then so today, June 7th, I called back. After waiting for 30 minutes to get connected to an agent, he said there was a delay in the deliveries but that I should receive the modem soon. Fine.

An hour or so after the call, I received an e-mail saying that I asked to cancel the service and that it will be effectively cancelled on June 24th.

I did not asked for that, nor the word "cancel" was ever mentioned during the call.

I tried calling the support service again but now the waiting time is 1 hour...

Could someone please tell me what will happened with my contract/service?

Thank you!


Not applicable

The VM forum team should be able to clarify your contract position. 

I'm not clear why you need a new hub for 500 mbs though. Do you currently have the very old Hub 2?

Forum Team
Forum Team

Hi @pl34seH3lp thanks for posting and welcome back to our community.

Sorry to hear you're having issues with an upgrade.  Having checked some of your previous posts, please can you confirm if you're based in Ireland or the UK?  As the other posts you have made, imply you're based in Ireland.  If so, their contact details are here.  Or you can find their Twitter page, here.  If I have made an error, please accept my apologies and I will be more than happy to take a look on your behalf.