Forum Discussion

Jackis25's avatar
Jackis25
Joining in
23 days ago

New Customer

I have just signed up as a new customer for a broadband-only package.

I thought I'd best check up on the order status by making an account but seem to be having a couple of issues.

I have received an order confirmation email and an order documents email (with two attachments).

I am now trying to sign up for an online My Virgin Media account but cannot do so as I do not have an Account Number or Customer Area Reference. I can see there is space for these two numbers on my Contract Information Sheet but the fields are blank.

Does anyone know how I am able to obtain these two pieces of information in order for me to set up my online account, please? 

  • Kath_P's avatar
    Kath_P
    Forum Team
    23 days ago

    Hi Jackis25, 

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

    Once you've signed up you will automatically receive some pre-contract documents and an order confirmation. The order is then later processed by the team and once all processed, you'll receive a welcome email with a new contract. This will give you an account number and area reference. 

    You'll need to wait until you've received these before you can set up a My VM account. 

    Let us know if you have any further issues. 

    Thanks,