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gemchomp
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Message 1 of 13
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mobile online order

Hi

Placed an order at beginning of this week and not received a confirmation email yet

How long does it usually take?
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Forum Team
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Message 2 of 13
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Re: mobile online order

Hey gemchomp

 

You should usually receive a confirmation of your order within 24 hours, if you've not done that, try checking your online account for the order.

 

If that doesn't clear it up, give our team a call on 789 from any Virgin handset or 0345 6000 789 from any other and we'll take a look right away Man Happy

 

Take care

Craig


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sianparnell28
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Message 3 of 13
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Re: mobile online order

Order ID: 100000059516706 

Helllo

This has also happened to me. I placed an order yesterday, 24 hours ago and have received summary of my order for mobile phone, but have not received an email for order to be processed. 

On the form, it says that there is a technical glitch at your end so it will take up to 24 hours, but have not heard anything.Screenshot 2015-12-30 at 17.11.49.pngScreenshot 2015-12-30 at 17.11.06.png

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Lee_B
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Message 4 of 13
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Re: mobile online order

Just to add ,

if there is a handset involved. Did you electronically sign for the loan agreement part of the account?

This would have to be completed before the handsets would be sent out
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sianparnell28
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Message 5 of 13
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Re: mobile online order

Yes there's a handset involved. That's the problem. I had to wait 24 hours for  them to finish processing my order, which involves sending the loan agreement. I have not received the agreement via email, so I don't know how to get it sent to me if I haven't received it yet.

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jillnandy13
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Message 6 of 13
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Re: mobile online order

Exact same thing happened to me last night???

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jillnandy13
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Message 7 of 13
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Re: mobile online order

Must be a problem then??

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Lee_B
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Message 8 of 13
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Re: mobile online order

The loan agreement that is setup uses the same email that is on your Virgin account.

We can resend the emails out to the correct email address if we haven't got the most up to date one.

I would suggest calling the team to try and get these checked, we also have a dedicated " Freestyle Team" ( who deal with loans) who can get them sent back out
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jillnandy13
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Message 9 of 13
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Re: mobile online order

My email address has not changed. It is the same as my VM account for my broadband

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Lee_B
Fibre optic
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Message 10 of 13
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Re: mobile online order

Your Virgin broadband account is dealt with by our media team. As mobile don't deal with the media side it could be potentially be a different email on your mobile account
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