Signed up to virgin on the 3rd may online told them the day I wanted it installed which was the 13th May. Got email with my contract. Waited in all day for engineer not to turn up. I can’t contact them coz I’ve not been sent an account number. Any help out there plz?
Hi Sukies74
You could try calling the pre-installs team on 0800 052 1734
They are open 8:00am to 9:00pm Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday
A member of the forum team may pick this up for you but it could take a couple of days.
Hello Sukies74
Sorry to hear of the missed installation date and appointment, we understand the confusion this can cause and appreciate you chasing this via the forums. Welcome to the community.
As advised by newapollo, the best number to contact the team on would be 0800 052 1734, they should be able to locate the account using address information.
Rob
Does the engineer bring your kit or does it get sent out?
Unless you opt for a self install, for premises that previous had VM, then the technician will bring everything.
Hi Sukies74 👋.
Thanks for reaching out to us, and welcome to the Community Forums. Just to answer your query, if the installation that you are having is a Self Install, we will send any and all equipment to you, should at that point you cannot install it and require an engineer, they will use your equipment that we have sent to complete the installation.
If you have chosen an engineer to come and install your services at the time of purchase, they will bring the equipment that is needed to complete your services to get them activated.
Your first post where you had waited for an engineer to arrive, and they did not show, this could be related to potential external works required.
To give you more clarity on this, i will drop you a private message to get some details from you so that we can give you a definitive answer. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
Thanks.
Sabrina
