Upgading Broadband Package

[ethanbm]

Hi there

I was just wondering what is happening with my order as I requested for Gig1 Fibre broadband and placed the order on Tuesday 19th March as my contract is ending soon. I was told that my installation date would be Friday 22nd March but I wasnt told anything afterwards so I am not sure if the order went through or not. Please can someone help.

Order reference : CH2063509104

Thanks 

[Daniel_Et]

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

We're sorry for any confusion caused in relation to your order 😔

I can see you've spoken to the team since you posted. Has clarification on the situation now been provided?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[ethanbm]

Hi

Yes the problem has been sorted and the wifi is been installed. One problem that I am facing is that I require a black wifi pod as these white wifi pods aren't helping but according to the rep I spoke to only people on M500 plans can get it, which I don't understand as I should be elegible when I am on the Gig1 plan. They said there is not a way of me beinging able to get a black wifi pod but I don't think that is right. Please can someone clarify this for me.

Thanks

[Beth_G · Accepted solution]

Hi ethanbm

As you already have two WiFi Pods with us, we'll assume that you had these prior to upgrading to the Gig1 plan. This will be why your third WiFi Pod will also be one of the white ones, as you won't be able to have a mix of the black and white ones. To clarify, only customers subscribed to the 600mbs plan or higher are eligable for the back Pods.

If you would like to have the black WiFi Pods instead, you'd need to return all of the white WiFi Pods back to us and then place a new order for a black WiFi Pod once we have received your return.

I hope this helps,

[ethanbm]

Hi there

I am happy to retrun all my white wifi pods for the black one as I only really need one and that one is in a room with no free sockets. I have read that the black pods don't need to be plugged directly into the port and that would be better for me. So please can I request to return all my white pods and get one black pod

Thanks

[Gareth_L]

Hello ethanbm.

Shall we get this arranged then. 

It might take a while to get the black pod to you as returns process can take 10 days from you sending them. Plus the returns kit can take 5-10 days to be received.

You can if you wish print your own label and use your own packaging. Just go here https://www.collectplus.yodel.co.uk/virgin The label will be sent to the email address you choose.

I will still need to take some details from you.

If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello ethanbm.

Thanks for your Private message advising this has now been sorted.

If you need anything else? You know where we are.

Gareth_L

[ethanbm]

Hi I haven't heard anything for nearly 2 week now and would just like an update on what's happening. I got sent a return pack for my two wifi pods and i sent that last week but i still haven't recieved my new black wifi booster. Would just like an update. Thanks

[Carley_S]

Hi @ethanbm 

Sorry to hear you've not received your new booster. 
I can see a forums team agent is supporting you already on this and has responded to you on your already opened private message. 

Should you have any further questions or concerns, please respond to them via the private message as we'll be able to respond quicker than on the public forums.