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Ann83's avatar
Ann83
Joining in
6 months ago

Equipment has not arrived and need to change email address

I signed up for broadband last week and was expecting a delivery of a broadband router on Monday but it has not yet arrived.  My old service is going to be cancelled on 22nd October so need the new one before then.  This is probably connected with me mistyping my email address, which is proving impossible to change because I don't yet have an account number.  Unless this is sorted out today I will cancel my request and go with another provider so can somebody from Virgin please contact me as a matter of urgency.

Ann

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Ann83 

    Welcome back to the community forums

    We can see that you're already in an open private message regarding this and have been advised and supported as much as we're able to. 

    If you need to speak urgently regarding any pre-installation queries or concerns, you can reach the pre-installation team on 0800 052 1734 should you need. 

    • Ann83's avatar
      Ann83
      Joining in
      6 months ago

      That is not at all helpful but it is what I've come to expect from your customer service department.

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team (Retired)
        6 months ago

        Hi there Ann83 Thanks for the reply. 👋🏼

        You were in a private chat with our team which is why we leave it to our colleagues to attend and assist with all queries.
        However, for us to proceed with anything, we do need to clear security.

        Have you requested a memorable word reminder letter so security can be passed?
        Let us know.

        Kind regards,
        Ilyas.