Upgraded my package but nothing happens

[Ricardoaaa]

Hello! I’ve upgraded my package more than five days ago but, somehow, the access to the new channels doesn’t happen. I really don’t understand what’s happening or ehy this is taking so long. Thanks

[Akua_A]

Hi @Ricardoaaa 

Welcome to our community forums and thank you for your first post. Sorry to hear you are missing access to some of your channels. We want to do our best to investigate this for you. We have sent you a PM. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

[Jamesflaymes]

I upgraded 14 days ago and still no additional channels, I've since spent 10 hours plus on web chat and WhatsApp and phone, had email exchanges with nameless/anonymous employees and raised 2 complaints, all I hear back is we value you as a customer (13 years) and have you received your equipment? (phone adaptor, I have 360 box) to which I say No! (five times I've been asked and answered that Q) I will be cancelling the direct debit and writing to the ombudsman next. from my experience VM does great broadband but should leave the tv services to Sky.. 

[HavencroftKev]

Hi guys did you upgrade online by any chance? 

[Kath_P]

Hi Jamesflaymes, 

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've had some issues with an order not being processed. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,