Essential upgrade

[Hix]

I have just upgraded to essential pack on stream and they confirmed by email now still waiting for it to appear it’s been 5 working days with no essential upgrade 

[Hix]

Is there a phone number to call 

[newapollo · Accepted solution]

Hi @Hix 

Have you tried rebooting the set top box?

Did the email confirm the change had been completed?

Once you've agreed to the terms and conditions  for any online renewals or regrades made through My Virgin Media or via an email offer that was sent to you, the orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

[Kath_P]

Hi Hix, 

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're having issues with getting an upgrade that you agreed to applied. 

If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

Once it's been 14 days, if the new service hasn't been put in place, pop back and let us know and we can check things further for you. 

Many thanks, 

[Hix]

Awful company still waiting 

[Hix]

Well over 14 days still nothing not a good service 

[Hix]

They changed the cost of my package straight away but still nothing to show for it shame on you virgin media 

[Hix]

Hi Kath,

still no upgrade 25 days since ordering it i was told by an agent that it can take up to 31 days now not a very good service provider

[Hix]

Hi Paul I’ve been waiting 25 days for the essential to package with the same message you are receiving they told me it could take 31 days what a service NOT.

[Kath_P]

Hi Hix, 

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're waiting on an Essential package being applied. This isn't something we can look at via the Forums. Please go to this link here and click on the Live Chat option. This will get you through to the team who can look further into things for you. 

Thanks,