Virgin Media Community

[hanadihallal]

how long does speed upgrade take to activate?

[Shelke]

If you ordered it via a call in, the operator activates it during the call in about it. If you done it online, then up to two working days for the change order to be processed and actioned by a member of staff internally.

[hanadihallal]

thanks for your reply.
can I find an operator on here to activate it? I really don't want to wait 2 days..

[Shelke · Accepted solution]

Ring 0345 454 1111 from any phone (or 150 from a VM phone.) I'd suggest going with either Option 4 -> Option 1 (Customer Care Team) from the main menu, or option 4 -> Option 5 (Customer Relations Team) from the main menu between 8AM to 8PM M-F and 8AM to 6PM Sa. They can activate it for you during the call in.

Or make the same request via the Webchat from a desktop or laptop, between 8AM to 8PM M-F and 9AM to 5PM Sa: Account and Billing -> My Broadband, TV and Home phone package -> Chat online. If the agents are all busy, reload the page every 3 minutes and check again, until you get through.

[hanadihallal]

I would have thought upgrading ONLINE should be instant

[Shelke · Accepted solution]

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hanadihallal wrote:

I would have thought upgrading ONLINE should be instant

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Someone has to action the order, so ordering online just puts it into a big list of orders to action  That's the setup VM have

[wyndstryke]

I did on online upgrade on the 27th June, and it hasn't been actioned yet.

So more than 2 days ...

[wyndstryke]

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Shelke wrote:

....  Or make the same request via the Webchat from a desktop or laptop, between 8AM to 8PM M-F and 9AM to 5PM Sa: Account and Billing -> My Broadband, TV and Home phone package -> Chat online. If the agents are all busy, reload the page every 3 minutes and check again, until you get through.

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This worked perfectly for me, thanks.  I'd ordered online (27th June), nothing happened for over a week, so contacted them via webchat instead and they got it upgraded to 200mb/s while I was still on the chat.   

[Shelke]

@wyndstryke Very glad to hear that; hope you're enjoying your new service tier