Order Not Processed

[sezza19872003]

I’m out of contract so I went to cancel and change provider however virgin offered me a good deal to stay, including upgrading my internet from m500 to 1gig with the new hub 5 router. 
I submitted my order on 23/10 and my order still doesn’t show in my app under order and appointments. Everytime I reach out to someone to help me they say they can’t help as it’s an online order and I just have to wait indefinitely. There must be someone in the online orders team that can give me an update on what’s going on? When will my new hardware be sent? When will my new package take effect? 8 days I’ve been waiting now. I have signed the pre contact doc and got email confirmation of my order with an order reference number. Someone please help 😢

[jbrennand]

Can take some time (up to 10 days is often cited)

Are you still planning/ready to leave ?

[Daniel_Et]

Hi @sezza19872003 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the situation you find yourself in 😔

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.

Regards,
Daniel

[jpeg1 · Accepted solution]

Just make very sure that the contract you are offered in writing is the same as the online offer you accepted. 

[sezza19872003]

Well I reached out to the VM agent who was going to take a look but he hasn’t replied either now so it seems no one is interested. So I may well leave yes.. if they can’t be bothered to sort anything out or fulfil their own orders. Just a delay tactic. I’ve now wasted 10 extra days. Should have just left when I had the chance. 

[sezza19872003]

I’ve messaged you back but received no response. 

[HavencroftKev]

I know how you feel Sezza, It's infuriating isn't it.

[newapollo]

Hi @sezza19872003 

I realise that you sent a DM to Daniel as requested. Unfortunately the forums aren't an instant messenger system. The agents work on a rota basis (the same as the phone agents etc) and so Daniel will get back to you when he is next online, hopefully later today depending on his shift pattern.

Regarding regrades and recontracting timescales. 

When a customer recontracts/regrades over the phone it's usually actioned immediately, except in cases where new equipment is reguired.  If new equipment is required it takes a little longer as the equipment has to be despatched and then activated by the customer before the new contract kicks in. ln those cases (such as upgrading speed from 500 to Gig1 a new modem would be required as the older hubs can't perform the higher speeds) it generally takes around 5 days to complete due to equipment delivery timescales.  

Any regrades/recontracts not performed over the phone can take up to 14 days as the orders are processed by a back office team.

[Daniel_Et]

Hi @sezza19872003, 

We're glad this has been sorted out for you.

If you have any further issues or queries, please don't hesitate to contact us.

Regards,
Daniel

[HavencroftKev]

Sezza, did you agree to the credit on your bill each month?