Please can someone help me with my order and email address
Hi all, I have been having an issue with my order and my email. I'm out of contract for my virgin media plan and when I try to put an order through, the confirmation is sent to the wrong email address that I can't change. I don't get any confirmation email and I don't know if the order has went through. My o2 tariff has randomly removed the volt benefits like a new order is going through but I'm still on my old plan. If it helps, my order reference is XS1000143135. Thank you
Trouble tracking order
Hi there!! Made an account to ask about this specifically. Last week I ordered a broadband package (not switching), I got all the pre contract stuff through fine with an order number and it said it would be delivered on Saturday (28/09). However we haven’t received any updates regarding the order since. I tried contacting customer service I’ve had no luck so far. The web chat directed me to SMS but then the SMS said it wasn’t available and to use the web chat instead. I tried calling but it wants a phone number or an account number (I have neither), and I couldn’t find any other number. I’m really worried because we currently don’t have any wifi in our house and me and my housemates need it for work.Upgrade via Web Not Actioned or Even Visible
I recently renewed my contract online. The same package (M500) but at a reduced cost. All seems to have gone smoothly with that, so I was quite pleased. I was then offered (via my account page), an upgrade to Gig1 speed and Mixit TV package, for roughly what I was paying prior to my re-contracting (plus a one off of £70 for new equipment, which is fair enough). I accepted the offer and received the contract summary sheet, contract information sheet, and an order confirmation (which includes and order number). The order confirmation says that it usually takes 7-10 days to activate, which is fair enough considering that they need to send out the TV box and Hub 5 in that time. However, 3 days later, I have not heard anything more, and when I go onto my "Orders and Appointments" page, it is not listed. Slightly concerned, I rang them to check when I should expect the hub and TV box to be delivered. They said they had no record of my order. Even after giving them my order number... their order number, which was generated by their system. I was told they could raise a new order for me, but the "Mixit TV" is not available with the 1 Gig broadband (ridiculous - is 1 Gig too fast to be able to run Mixit TV?!?!?), and I would have to get "Mega TV" and pay about twice as much as they had previously confirmed. I explained that I didn't want a new package putting together, I just wanted the order I had already placed to be actioned. They said they couldn't help but would put me through to retentions who would be able to. After being put through, they also had no record of their own order number. But said it can take 48-72 hours for web orders to appear on the system. I feel like I was just being fobbed off so that I will be speaking to someone else when I ring back on Monday when it still isn't showing on my account. So, is this normal? Is the order likely to appear on my account in the next few days and the equipment turn up in the post at any time? I don't really mind if it takes longer to set up, as long as they honour the price that was agreed.Broadband upgrade not working
Hi there, I recently upgraded my account online from Volt M500 broadband to Gig1. This was on 20/11/2023. I received no emails after my initial pre contract documents and order confirmation and still have not. I contacted support who said the order was never made and then they said it was made it just needs to a few working days to process which I gave it and still nothing extra. I had an engineer come to my house for an unrelated issue who confirmed there is no equipment due to arrive. Tonight I placed a new order for the same thing and am waiting to see what happens. Any help much appreciated, Thanks