No welcome, account number or billing

Question

I set up a virgin broadband account around a month ago now due to them being a big company and thought it would be a smooth process. I have not even received a welcome email, an account reference so I can log on to my portal or any billing information at all, just a useless pre contract email. I’ve tried to call several times but get no help whatsoever, I was just wondering if anyone can help me get all this resolved without me having to make another 30 minute call again to get nowhere once again. I just have a feeling that they won’t send me anything for the next couple of months and out of nowhere just try hit me with a massive bill which I’m not happy about at all. Is there any way to cancel does anyone know?

Matthew_ML · Answer

Hey Kelvin3, thank you for reaching out and a warm welcome to the community, I am sorry to hear you didn't get this email.
I will send you a DM to look into this.

thefrenchexp · Answer

I have exactly the same issue . I keep getting SMS texts asking me to set up My Virgin Media but haven't received a welcome email or contract number ,just a text with pre contract docs. I would like to set things up so I can check date and time of installation.

Steven_L · Answer

Hello thefrenchexp,
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 online account registration.
Your pre-contract documents should show the information that you need to register for your online account, you would need the customer account number and customer area reference from the sheet. Please could you check the documents and try one more time to register for your online account?
Kind Regards,
Steven_L

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No welcome, account number or billing

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