Forum Discussion

mariella's avatar
mariella
Joining in
3 years ago

Account number - where to find it?


Hello. Where can I find my account number? I have never had a welcome pack or any paper, electronic bills, only a text that my virgin kit is sent. I didn't pay any bills yet because I'm new to Virgin, so my bills will start in June/July. I have broadband and SIM card.
I spoke several times with my Virgin advisor, and he keeps telling me that the email should be sent i have to have already I did an online chat with other advisors, supports they claim the same thing and yet I cannot get my account number and contract that I agree on. Please help me. I chose Virgin Media because everyone seems so happy with them and keep recommending them, yet I struggle with the same technical issues as other broadbands that I used to use.
Thanks

[MOD EDIT: Subject title changed for clarity]

account number
missing contract
  • Martin_N's avatar
    Martin_N
    Forum Team
    3 years ago

    Hi Mariella, 

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear you haven't had anything we your account number on. 

    What I can do is private message to get some details and pass some data protection, then we can look to see what we can do to get you this. 

    ^Martin

    • ankushbh's avatar
      ankushbh
      Just joined
      3 years ago

      Hello i am similar client who never received the account number, welcome email etc. i am struggling to connect with customer care to shift my broadband.

      please suggest

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        3 years ago

        Hello ankushbh,

        Thanks for your first post and welcome to our Community.
        Sorry to hear you are having the same issue with your account details.
        I'd like to take a look into this for you.
        If you don't mind, I will need to send you a private message to pass security. 
        If you can check the purple envelope top right of your screen that would be great. 
        Regards     
        Gareth_L
         

    • xcharlotte_maix's avatar
      xcharlotte_maix
      Joining in
      2 years ago

      Hello Martin 

      I am doing my bills through fused bills and I don’t have access to my account number meaning I cannot get through to any customer service to help me as my WiFi is completely not working it is extremely frustrating as I’m a uni students with multiple assignments I need to do and not having WiFi is not a option none of my devices are connecting to the internet. I am very disappointed on how poorly this router has been playing up. Any help would be appreciated as I need the WiFi to be working sooner rather than later 

       

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team
        2 years ago

        Hey xcharlotte_maix, thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

        I'm sorry to hear about the issues with the account number and the Wi-Fi troubles you are experiencing.
        You don't need an account number to get support as the team can locate your account via your door number and postal code / contact details on the account.

        I can assist you in retrieving your account number through alternate methods and assist with the Wi-Fi.
        I will send a private message to further investigate.

        Kind regards,
        Ilyas.

    • Heritage01's avatar
      Heritage01
      Joining in
      2 years ago

      I am having similar issue. Kindly private chat me. Thanks 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        2 years ago

        Hi Heritage01 👋 Thank you for your post and welcome to the Virgin Media Community 😀

        We're sorry to hear about the issue you're experiencing 😔

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel

  • Hunter96's avatar
    Hunter96
    Joining in
    2 years ago

    I am also having this issue of no welcome email and can't set up a virgin media account because of, could someone help me get my account number also? 

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi Hunter96 👋.

      Thanks for reaching out to us. Apologies that you are having issues in relation to your online account. In order to resolve this for you, we would need to bring you into a private message. Please look out for the envelope on the top right screen, or if you are using a mobile device then it will be under your profile icon.

      Thanks.

      Sabrina

      • WhiteRobin's avatar
        WhiteRobin
        Joining in
        2 years ago

        Hi any chance I could get the same help? I recently signed up and was supposed to recieve my start-up package on the 8th and it has not yet arrived. I tried to sign up for a "My Virgin" account at the time but the account number and area reference number section of the the pre contract email (the only correspondence other than a confirmation of order email) has both segments left blank. See image: 

         

  • Sara_B's avatar
    Sara_B
    Joining in
    2 years ago

    I am also having this issue and need to speak to someone as there is an issue with my setup/package with regards to the Live TV and proximity of the tv to the hub and i may need to cancel

  • nton's avatar
    nton
    Joining in
    2 years ago

    Hi,

    I am having the same problem, no account number was provided when I signed up so I am not able to log into my account to change any settings.

    Can you please help?

    • Akua_A's avatar
      Akua_A
      Forum Team
      2 years ago

      Hi nton 

      Welcome back to our community forums and sorry to hear you are having issues when trying to locate your account number. Typically, you should be able to locate it as seen here https://www.virginmedia.com/help/billing-and-payments/manage-my-account However in this case I would be happy to help. 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,

  • clh99's avatar
    clh99
    Joining in
    2 years ago

    Hi, I am having same issues please can someone contact me as iv been trying to get in touch with someone from customer service since before xmas. thank you 🙂

    • David_Bn's avatar
      David_Bn
      Forum Team
      2 years ago

      Thanks for reaching out to us clh99, and a very warm welcome to our Community Fourms!

      Sorry to hear you've been struggling to locate your account.

      Check out the envelope in the top right hand corner for a private message from me and I'll arrange for a copy of your contract to be sent to you, once we've passed security to offer you the required details.

      Thanks,

      David_Bn

  • Natboy's avatar
    Natboy
    Joining in
    2 years ago

    Hi, i need help with the same issue, have not received the welcome email with acc number. Need to create a virgin media account to change my internet settings. Please help

    thanks

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Hey Natboy,

      Welcome to the community and thanks for taking the time to post here on the forums.
      I’m sorry to hear of the issues that you’re having trying to create your account, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L

  • ST16's avatar
    ST16
    Joining in
    10 days ago

    Hi guys, I can no longer access my e mail which contains my account number, i need to find my account number, so I can join the virgin media app and change my payment details. Can anyone help please?

    • Carley_S's avatar
      Carley_S
      Forum Team
      10 days ago

      Hi ST16 

      Welcome to the Community Forums. 

      Sorry to hear you've not been able to access your email to find your account number. 

      Is your email, a Virgin Media email address? If so, what happens when you try to log into your email please and we'll try and assist further. 

      • ST16's avatar
        ST16
        Joining in
        10 days ago

        The email that is set up with the account isn’t working anymore so have had to change email, but have no letters and cannot access virgin media account number, I need to make a payment

        thank you for responding