Forum Discussion

jameswood1999's avatar
jameswood1999
Joining in
25 days ago

Issues with new contract, installation and account!

I'm reposting a similar issue I had a week ago, because the issue is still unresolved. In summary:

  • I signed a contract for virgin media (contract sheet created 10th December 2024) for a joint broadband and O2 sim deal.
  • The proposed installation was 24th Dec. This never happened, and there was no email correspondance explaining the delay.
  • I have tried calling various phone lines, but they all want my account number which was never sent to me. Without my account number, I can't call for support or even log into my account.
  • All I have is my contract summary sheets.

This quality of service is extremely poor - I have been having to pay lots of money for a temporary wifi service while I've been waiting and trying to contact virgin about this. Please can someone look into this immidiately!

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    25 days ago

    Hey Jameswood1999, thank you for reaching out and I am sorry to hear you are having some install issues.

    I can see you are currently in DM with my colleague, please do reach back out to them if you need some help.

    • jameswood1999's avatar
      jameswood1999
      Joining in
      25 days ago

      Hello Matthew, this was the last message I recieved from your colleague:
      "Please forgive me, but I would ask that you call our team on 0800 183 1234, they will be able to explain more. I'm unable to assist you on this team, sorry."

      When I call the number I'm prompted for my account number, which I have explained that I don't have.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        25 days ago

        Hi jameswood1999 

        The number you quoted is the sales number.   

        Have you tried calling the pre-installs team on 0800 052 1734 and ask them what's happening?

        They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday, although they may be closed now until Thursday due to it being the New Year.