Forum Discussion

rohol's avatar
rohol
Just joined
5 days ago

No Show Broadband Order

Why on earth does a company share pre-contract details and order confirmation but not the actual contract? I have had no other emails from Virgin Media, other than pre-contract docs and order confirmation, since placing my order for my broadband. The only communication I have had from Virgin has been the sale's team calling me every day this week to tell me that I should buy broadband services I have already ordered AND have order confirmation on. I understand that I could have missed a step (which the sales-person mentioned was in the emails sent), but when looking through the two emails received, there was no link to any contract, nor was there any indication of where to go to sign the contract. 

This company has no customer service phone line, so I have not been able to get in contact with anybody that actually works at Virgin. I can't call back the sales person that has been calling me all week as I get greeted by an AI answering machine. This entire process has been stressful and unhelpful. This experience has been so atrocious, it's almost comical. 

I have just moved into a new apartment, I haven't had broadband for a week. Now, because of this issue, I will probably have to wait another two weeks without wifi. I am not usually the type of person to go to such extents as to submit a complaint on an online forum, because I am a firm believer in human error. But this has just been such a horrible experience that I have to say something, even if it is a mad dash attempt to get answers about whether or not I actually have signed up for broadband with Virgin Media. 

All I want from this is to know whether or not my order (which has my bank information attached to it) has actually gone through! If this doesn't work, I will just write this off as a ridiculous scam and go to another broadband provider who will actually send me my contract when I order one!

Broadband
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order confirmation

1 Reply

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    4 days ago

    Hi rohol 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your recently purchased package. Any purchases that are made via the website or with a Sales agent over the phone will present with Pre- Contract documents whilst checks are ongoing as well as the installation date that is pending. Once the services are live you will receive your contract as at that point it will be active. 

    When receiving the emails of the Pre-Contract documents you do not need to sign you verbally consent to them with the agent over the phone or have already consented if having purchased via the website. If you have any issues relating to this you can reach out to the Sales Team who have access to the orders that have been made 📞0800 183 1234.

    We can only check if the order has gone through completely, for this we would need to bring you in for a private message. 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