Still not received my broadband equipment, can't speak to anyone because I don't have an account number or phone line, received all contracts but no tracking order been over a week now can anyone help
Forum TeamHi Sshanks, thanks for posting and welcome to our community.
Sorry to hear you've not received your equipment. I would love to take a closer look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.
Regards
Lee_R
I have the same problem, can you help me
Forum TeamHi Aliyan,
Thank you for your post and welcome to our community.
I am sorry to hear you haven't received your equipment.
Could you expand on this please?
When was this due to be delivered?
Have you had any texts/emails regarding the delivery?
Please pop back to us when you can.
Hi
im currently in the same situation , I’ve only received 3 emails since I did the order 9 days ago, one with the the pre contracts, another with the order summary and saying it’s on its way, and then I received an email 3 days ago saying that Because there’s already a virgin media account set up with the house from the old tenants that lived there, virgin aren’t able to proceed with the order and that I should look out for a call. I still haven’t received a call and one of my housemates have already moved in so he’s currently without Wi-Fi. I tried phoning the number that the email said to call if I needed to ask questions( 0800 052 7588) but every time I’ve called it’s said you’re currently closed and that you’re open Monday to Friday 8am to 8pm but I called at 5pm? I then tried the customer service number and I can use that because I don’t have a account number nor a phone line number!
any help would be grateful appreciate
Delivery was also supposed to be last Friday
Hi,
I'm also in the same situation as those above - the delivery date was supposed to be today (1/9/2023), have received an order summary email, along with the pre-contract documents, but the document also didn't contain any information about the account number and area reference.
Would be very grateful if this could please be looked at as soon as possible as well. Thanks.
Patrick
Forum TeamHey patrickcph7201,
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 with your account at the moment. 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
Hi Steven,
I have sent the details that you message me 3 hours ago, please feel free to contact me if you need any other information.
Kind regards,
Patrick
Hi,
I’m having the same issue. I’ve opened a new account as previous tenants are moving out, have all the confirmation emails and they said modem would be delivered last Friday, but I’ve just been told there’s an issue but the line is closed (even though it says open till 8). I called the preinstallation team and they have no record of me. Can’t call elsewhere as I don’t have an account.
Any ideas?
Forum TeamHi Moose123
We're sorry to hear of the issues experienced since taking service and opening an account with us, we understand the confusion and concern and appreciate you taking the time to raise this via the forums. Welcome to the community.
In your post, you mentioned the tenants are 'moving out' do you know when this is due to happen? We can set up an account at an address but not have two active accounts at that address. What date are you due to move into the property on? What date have you been given that the services would be active?
Rob
Hi Rob, the tenants have set their contract to finish at the end of January, and I was told on the phone that I could set up a new one. I signed up, and have the pre contract documents etc, but yeah it’s now saying I need to get in touch.
Thanks for the reply!
Hannah
I am having a similar issue. I ordered the router and was billed for it but have not received any information from the company. Please reach out to me for assistance as I don't know if it going to arrive or not.
Forum TeamHi mdbergvinson 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry to hear you're having a similar issue 😔
In order to look into this for you, 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
Hi,
I ordered a broadband service and I just called the web team number but it's closed. Similar to everybody else here, it's my first time using VM product so I don't have an account. Is there any alternative methods that could help me proceed the installation?
Thank you.
I'm having the same issue as everybody here. I've set up broadband for my new property and received an email about an account already being at the address and unable to process the order currently. I am due to move in at the end of the month. I tried calling the number same as everybody else and it says closed. Is this a legitimate email from the Web team as the email is slightly different from the one who sent the pre contract(.com instead of .co.uk)
Forum TeamHi Lewis_1997,
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 you're having issues sorting out your installation. If the team have advised there is already an active account at the address, they would be unable to set an account up for you unless there is a cancellation in place already for the previous account.
Whilst there isn't, the team won't be able to arrange the account until you've moved in. Please speak to the sales team on 0800 183 1234. They'll be able to advise on the status and help you further.
Many thanks,
