Forum Discussion

Hix's avatar
Hix
Tuning in
3 months ago
Solved

Essential upgrade

I have just upgraded to essential pack on stream and they confirmed by email now still waiting for it to appear it’s been 5 working days with no essential upgrade 

  • newapollo's avatar
    newapollo
    2 months ago

    Hi Hix 

    Have you tried rebooting the set top box?

    Did the email confirm the change had been completed?

    Once you've agreed to the terms and conditions  for any online renewals or regrades made through My Virgin Media or via an email offer that was sent to you, the orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 months ago

      Hi Hix 

      Have you tried rebooting the set top box?

      Did the email confirm the change had been completed?

      Once you've agreed to the terms and conditions  for any online renewals or regrades made through My Virgin Media or via an email offer that was sent to you, the orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 months ago

      Hi Hix, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with getting an upgrade that you agreed to applied. 

      If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

      As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

      Once it's been 14 days, if the new service hasn't been put in place, pop back and let us know and we can check things further for you. 

      Many thanks, 

  • Hix's avatar
    Hix
    Tuning in
    2 months ago

    They changed the cost of my package straight away but still nothing to show for it shame on you virgin media 

  • Hix's avatar
    Hix
    Tuning in
    2 months ago

    Hi Paul I’ve been waiting 25 days for the essential to package with the same message you are receiving they told me it could take 31 days what a service NOT.

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 months ago

      Hi Hix, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're waiting on an Essential package being applied. This isn't something we can look at via the Forums. Please go to this link here and click on the Live Chat option. This will get you through to the team who can look further into things for you. 

      Thanks, 

  • Gary06028's avatar
    Gary06028
    Superfast
    9 days ago

    Same as me called them and said they will activate it now , but nothing happened , live chat we will get someone to call you , absolute joke 

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      6 days ago

      Hello Gary06028.

      Thanks for your post. 
      Sorry to hear about the issue with your Stream box activation.

      Can we please ask if you still need help with this or is everything okay now.

      We can have a look from here, should you still have the same issue.

      Gareth_L