Email requesting me to upgrade to TV 360. Still waiting

[bobgodbold]

I have received an email saying

Your TV box needs a
free swap

Otherwise, you’ll miss out on Sky Sports+

I followed the link and duly requested a swap.
This was on the 5th of August. It's now the 16th.
I received an email response that says......

Thanks for your Virgin TV 360 upgrade request.
Please note it will take up to 7 days for us to process your order.

Since then, nothing.
Does anyone know how long this actually takes?
Will it actually happen or is this another case of a free update that doesn't actually happen. (I had the same thing happen for a free V3 to V5 upgrade).

Thanks.

[bobgodbold]

I'm beginning to think this may be a kind of scam.
Reading other posts from people who have also received this email, it appears, like me, they get this around the time their contract is up for renewal.

When they follow up on the email with VM, it seems VM go into "I see your contact is coming to an end, please renew it" mode.
If this is the case then it's pretty unethical of VM. 

I'm still waiting for any kind of confirmation that a new 360 box is on the way. I won't hold my breath............

[Ashleigh_C · Accepted solution]

Hi there @bobgodbold 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and upgrade! I'd be happy to take a look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[bobgodbold]

Just an update on this.
The above agent, Ashleigh_C, has sorted this all out for me.
One new TV360 box, one new TV360 remote and then I updated the V6 and installed the new TV360.
Thankyou Ashleigh_C.