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Juliebc1971
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Message 1 of 20
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Why have I not received an order confirmation order for my virgin mobile

I have been a virgin media and mobile customer for ages. All I want is to order a phone for my daughter so we will all be on the same network. Tried, no confirmation email, no contact, can't find the order. What is going on?

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Forum Team (Retired) Mat_H
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Message 2 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Hi Juliebc1971,

 

Thanks for your query Smiley Happy I want to get this all sorted for you.

 

So we can look into this, are you able to give us a call on 789 or 0345 6000 789?

 

The team can check your account and make sure this has been processed.

 

Let me know how you get on.

 

Thanks,

 

Mat


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snapples
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Message 3 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Virgin have introduced a new credit checking criteria for the Freedom Tariff handsets and customers with good credit scores are failing the checks. For one reason or another Virgin do not seem to be sending emails to inform customers that their have been problems with the credit check.

Alternatively Virgin have not received your order due to technical issues

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shellwba
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Message 4 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

i too am having the same problem. called them on Sunday and still awaiting a series of emails, they told me i would get, more important an eform to electronically sign to get the new mobile sent out. poor service and not happy 

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Forum Team (Retired) Mat_H
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Message 5 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Hi all,

 

If anyone's awaiting a confirmation email, please give us a call on 789 or 0345 6000 789 and we'll get this looked into for you as soon as possible.

 

Let me know how you get on with this.

 

Thanks,

 

Mat


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OldManBrook
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Message 6 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Same problem now yesterday. Virgin customer for 4+ years, ordered an iphone yesterday, no email, no rejection, no nothing.
For a leading communications company, this is very poor service.
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Forum Team (Retired) Mat_H
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Message 7 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Hi oldmanbrook,

 

I'm really sorry about this Smiley Sad

 

So we can get to the bottom of this for you, give us a call on 789 or 0345 6000 789. The team on the phone can find out what's happened.

 

Let me know how you get on.

 

Thanks,

 

Mat


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OldManBrook
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Message 8 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Hi Mat,

Quick response, thanks. I'm calling the 0345 number now to make enquiries.

Not the best experience from Virgin Media I must admit!
All I wanted was a quick, troublefree order for a mobile
The fact I have an account for TV/Broadband should mean this goes straight through with VM effectively vouching for my good nature but it appears left does not know from right.

Again, as with most large organisations, customer focus is lost on new orders, increased productivity and a blatant disregard for existing customers.

20 minutes into an 0345 number call and I've been asked for all my details again!

Sorry VM, order abandoned due to frustration.. 24 month contract as well, very foolish.

I suggest you improve this section for a more fluid user experience.

 

Thanks for your time Mat..

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Forum Team (Retired) Mat_H
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Message 9 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Hi OldmanBrook,

 

Thanks for coming back to me.

 

I'm really sorry to hear you had some trouble with calling in.

 

Its' not what we like to see at all.

 

If there's anything I can do to keep you on board, please let me know.

 

Thanks,


Mat


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hayley08
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Message 10 of 20
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Re: Why have I not received an order confirmation order for my virgin mobile

Placed order today no confirmation email
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