Broadband upgrade not activated

[andys4]

I was in a similar situation so got onto whatsapp chat. I was told all online order activations are done manually within 14 days. My original upgrade was for Saturday 11th December but after waiting for the manual switch that got moved to today. Check any updated contracts as mine had a sneaky £40 'activation charge' applied even though the original contract had nothing of the sort. Again, had to get onto whatsapp and request for it to be removed. I have little faith in accounts so next billing date will tell.

[Matthew_ML]

Hey andys4, thank you for reaching out and a warm welcome to the community and I am sorry to hear this.

Glad to hear the order went through however if you got a new bit of kit sometimes there is an install / activation fee.

Please do keep us updated on it. 

[andys4]

Thank you for the welcome Matthew.

Sadly, my upgrade didn't happen today so looks like I'm in the same boat as others. One team has no idea what the other has actioned.

The extra charge added onto my agreed contract was for a hub5 which I'd explained I already had but it was added without consultation anyway and everyone's time wasted by chasing it's removal.

My new contract started today but the service isn't being supplied. It's all a bit of a sham really.

Will see what tomorrow brings.

[John_GS]

Hi @andys4 

I've split the thread as it needed a PM. I'll send you this now 🙂

[andys4]

Thanks for the PM John,

Original thread
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Broadband-upgrade-not-activated/m-p...

[andys4]

Thank you to the Forum Team for finally sorting my upgrade. Although I feel it's been 2 weeks wasted having to deal with the failed online upgrade process and the Whatsapp support, we're finally there. 

Some contract details still need to be updated and I hope they will be reflected in my account soon.

Thank you all, credit where it's due.

Have a great Christmas
Andy

[wato500]

I have had the same problem .   Was given 15th December activation date , it never happened.....just spoken to them and was told , that the offer was pulled the following day as the didn't have enough hub5 to upgrade every1 ... so if I hear nothing by 12 January to ring back .....feel like I been fobbed off ...contracts work both ways .. I got all the documentation and a installation date , it should be honored!!

[Ayisha_B]

Thanks for the update @andys4 

Glad this has been resolved and if you need anything else, let us know.

Merry Christmas 🎄