I probably know exactly what happened as well as it happened before.
About 1 month before that I got an email to upgrade my Hub 3 to Hub 5, I did it right away and ordered it. Nothing happened by about 3 weeks later and I contacted Virgin and they said that I had an order left in my basket and it blocked it from going through and they sent another email for me to do it again.
I clicked the email done it and it worked the 2nd time and I got the Hub delivered like 10 days later or something. While still waiting on my Hub 5 to be delivered, I got this email to upgrade to V360 by having remotes sent out. I did it and got a confirmation email on the 2nd of June about the remotes being sent with a guide within 14 working days but although it's only been 12 or 13 working days/3 weeks since I doubt it's going to happen.
Is because I was in the middle of waiting on a Hub being delivered thats blocked me from ordering the remotes or whats happening?