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Harjinder82's avatar
Harjinder82
Joining in
6 months ago

No Status on online speed upgrade order

6 days back, i chose to upgrade my speed to 1Gig from my online account. I got the confirmation email as well, but without any dates of expected completion. Upon contacting VM over the phone and whatsapp chat, all they have to say that i need to wait for 14 days. I dont understand the reason of 14 days wait. What if nothing happen after 14 days. Then it would be waste of 14 days. Atleast, order should be under pending orders section. But nothing is there as well.. There is no way we can contact the team which handle online orders and phone support cant help you in this matter as they cant see our online orders at all.

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

    Hi Harjinder82

    Regrades that are requested online via My Virgin Media, messenger, what's app or sms are processed manually by a back office team which why they can take up to 14 days to be actioned.  You will probably see a noticiation under My Orders & Appointments when it's been picked up by the back office team and actioned, this may possibly include a hub upgrade if you don't currently have either a hub 4 or hub 5.

    You could try requesting the upgrade over the phone as they are usually actioned straightaway, except in cases where new equipment is required.

    If new equipment is needed, for example if a customer currently has a hub1, hub 2, hub2a, or 3 and they've requested an upgrade to a Gig1 connection then they will need either a hub4 or hub 5 sending out as the older hubs can't provide that additional speed. In those cases (and others that require new equipment) then the regrade isn't completed until the customer has received and installed the new equipment.