Forum Discussion

Inostrancevia's avatar
Inostrancevia
Joining in
5 months ago

Can't create account or view documents online?

Around the 20th I called Virgin to setup a broadband account because my partner was moving out and taking hers. I was given a date for installation (the 3rd) and sent the pre-contract documents and welcome emails. 

My partner has now moved out and I'm without internet, so I checked that I'd gotten the dates correct and... First I can't register account at all. I DO HAVE my account number and area reference. However, when I try to register my account I'm told that my account doesn't exist. I do vaguely recall being told my account would only be activated on the 3rd, so maybe that's why?

Second, when I try to check my pre-contract documents on the website (from the text link I was sent) it simply tells me that "my order has expired". Again, I did get the documents sent over email so I can access them but still... This is what's gotten me concerned. I use the internet for my work so being without is... pretty bad.

I plan on ringing them in the morning anyway. I'm just panicking a bit right now. Any idea what's going on?

1 Reply

  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    5 months ago

    Hi Inostracevia

    Thank you for your post, welcome to the Community Forums.

    I'm sorry to hear about the issues you've had with your order. It sounds like the account under your partner's name may still be active at the address, which is why your order is currently pending with us and so an account can't yet be set up for you. However I can of course check this on our side for you and see what's happened.

    I've popped you over a private message.