Forum Discussion

plasmatic's avatar
plasmatic
Just joined
27 days ago

Can't register, no call back, installation delayed

Hi there,

I ordered the Big Bundle (TV and Broadband) yesterday, choosing VM as it offered the 16th as an installation date. I've just moved into a new flat I really need internet as I work from home.

I received an email today from VM saying it would now be installed on the 22nd. If i would have known that, I'd have gone with Sky or EE. I simply cannot wait that long and feel lied to. 

I have been sent a 'contract summary' but no account number, which makes getting in touch with VM very hard. I cannot open an account online, and spoke to five different people on the phone who struggled to locate my account. I have tried to use the virtual messaging agent, and when it offers Whatsapp as an option, I share my number and the chat closes and I do not get a Whatsapp.

How do I get in touch with Virgin about my case? This is all leaving a really bad impression. Is there an email I can try? How can I speak to someone who understands me?

  • Hi plasmatic, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

    We're sorry to hear your installation wasn't what you'd hoped. When the team process the order and create an account, they look to try and choose your preferred date however if there isn't anything available for that day, they will automatically book it in for the next available date. It will also depend on whether you need an engineer to install or whether we can send you the kit via post. 

    As you've received a contract summary, this would suggest we have the right email address for you and you'll soon be sent a welcome email, confirming the installation and this will also include your account number and area reference which will allow you to register for My VM. 

    In terms of speaking to someone, if you have any questions, pop them here and we'll do our best to help answer them for you. 

    Many thanks,