No welcome email after 48 hours

To close the loop on this. I called the Pre Installs team who said my original order was on hold and put me through to the sales team. 

Sales team were able to put a new order through with everything the same as the old order. Given account number over the phone. Received my equipment two days later via Yodel and Virgin initiated OTS. 

Virgin broadband and TV are live and running well. 

Bit of a pain that the original order didn't go though but members of staff in sales was very helpful at getting it sorted. 

Had nothing but problems with Sky Stream (box freezing, blank menus, glitching channels and sound out of sync). Finding that Virgin Stream is performing much better and image quality is much better.

Thanks Ayisha_B. 

I've since contacted support via WhatsApp to say they checked and it will be 2 additional stream boxes but if you'd like to confirm this via PM as well, that would be great. 

Contact the pre installs team who said the order was on hold and I had to reorder so got put through to the Sales team. 

Staff member was able to assist with completing the same order again and provided me with an account number and area reference over the phone, although when I try to link this to the email address it says the details couldn't be found. I'm guessing it may take a while before I can link the account?

They also said delivery will be on the 13th November and Sky then emailed me to say my Sky broadband will end on the same day. 

One concern I do have is that the pre contract in my previous order said Stream box, Stream box 1 and Stream box 2, but the new order says Stream box 1, Additional TV box and Additional TV box. Will it likely be three stream boxes that should arrive? As that's what I need, or will they likely send me two additional TV360 boxes (which I dont want). Everything else looks the same in the new pre contract.  

I was told I will receive a tracking number soon for the equipment. 

New pre contract

Old pre contract

Thanks, 

Brendan

It's usually recommended on here not to cancel an existing broadband contract until the Virginmedia connection is working, because VM installations are frequently delayed. 

VM are notorious for go live slippage, if there are any issues with external cable defects a few weeks of slip can turn to several months of delay.

I'd pull the cancellation of Sky until after the VM service are in place, and is confirmed as working.

Living with two broadband services for a month or so is far easier than getting into an open ended situation with no home broadband ( worse if it runs through xmas holidays ).

Thanks both. 

@Gareth_L are the forum team able to assist me via DM/Pm as I take calls for my job and don't have time to make calls most of the time. 

Hi Brendan,

You could try 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.

It's likely that the  VM account won't be initiated and set up until your connection is installed and goes live.

(It can take a couple of days for a member of the forum team to pick up your post)