Hello Community,
Just wanted to share my recent experience with the online phone upgrade and take the suggestions to resolve the issue.
Here is my timeline:
June 3rd:
Ordered phone upgrade for 2 lines on the same account. Both phones were in stock and promised to be shipped in 2-4 business days. Both phones has a status: Your order will be on its way soon. You won't be able to make any changes to your service until you receive and activate your new device.
June 4th:
One phone shipped, status changed to shipped, tracking number provided. Another phone - no changes.
June 5th:
Shipped phone arrived, activated, all happy. Another phone - no changes.
June 10th:
5 business days passed, no changes on the phone status. Scheduled support call. Confirmed my identity, have been told that they still processing the order, just wait for couple more days.
June 13th:
No changes on the upgrade status. Called support again. Have been redirected to Bell person, been told that there was a fraud note on that phone upgrade, the order has been on hold for processing. Bell person confirmed my identity, cleared the fraud note, opened a ticket to proceed with the order. Weird that the first phone didn't get any fraud notes and the first support person did not mention any notes on June 10th.
June 20th:
No changes on the upgrade status. Called support again. Confirmed my identity multiple times in multiple ways, been told that the back office was supposed to contact me about my issue, opened another ticket and suggested to wait another week. Nobody called me or sent me any emails. The email address is confirmed, and I know it's correct because I still receiving advertisings from Virgin.
So, on my June 20th call, I've been told the same as a week before that. I wonder how long do I wait before I cancel all my services with Virgin (2 lines on one account and 1 line on another account)?
Any suggestions to enforce the issue resolution would be appreciated.
