Forum Discussion

Sunshine_19's avatar
Sunshine_19
Joining in
3 years ago

No Welcome Email or Account Number?

Hello, Virgin Media

I am a new customer of virgin media as of december 2021 and registered via a phone for a 18 month contract with you.

However, I have never received a welcome email or details of my account number from you.

I would like to receive a welcome email as soon as possible and  get this sorted as some of my personal details will also need to be changed since registering with you.

I have recently tried to ring up but the phone keeps on getting disconnected and I would really like to set up my virgin media online account as well.

Kind Regards,

Albina

account number
Account set up
details changed
welcomepack
  • Natalie_L's avatar
    Natalie_L
    Forum Team (Retired)
    3 years ago

    Hi Sunshine_19

    Welcome to the Community and thank you for posting. 

    I am sorry to hear you have not received the communications from us, this is not what we would expect to happen. 

    It may be the case that we have incorrect details logged for you so I would want to take a look at the account to check this. 

    To do this, I will just need to pop you over a private message to grab a few details. This message will be available via the purple envelope on the top right of this page. 

    Speak soon, 

  • Natalie_L's avatar
    Natalie_L
    Forum Team (Retired)
    3 years ago

    Hi Sunshine_19

    Thank you for joining me for a private message. 

    I am happy to hear we have been able to resolve this matter for you. 

    If you should require any assistance in the future, please do not hesitate to get back in touch. 

     

    Thank you 

  • Mont3127's avatar
    Mont3127
    Joining in
    3 years ago

    I have the same issue today. Got the pre order docs, but no confirmation and welcome email. How do I follow that up?

    • Megan_L's avatar
      Megan_L
      Forum Team
      3 years ago

      Hi Mont3127, 

      Thanks for using the forums to get this issue with your welcome letter looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

      We'll first need to check that your contact details on our side are correct within a PM, which I will send over now 🙂

      Speak soon!

      Megan_L

    • Megan_L's avatar
      Megan_L
      Forum Team
      3 years ago

      Hi Mont3127,

      I'm afraid I couldn't find any account under the details you have me within our PM, which makes me think the order hasn't been processed correctly. 

      If you could give the sales team a call on 0800 183 1234 they will be able to check this on their systems. If something has gone awry they will be able to help further.

      Please let us know how you get on, I am sorry I couldn't help further today. 

      Kind regards, 

      Megan_L

      • Ri2K's avatar
        Ri2K
        Joining in
        3 years ago

        I have the same problem. Been in contact with several agents via Whatsapp and live chat. All of them saying the problem is sorted and the welcome email will be sent within the hour and my account is ready to go. None of which has happened

    • Hannahcopper's avatar
      Hannahcopper
      Joining in
      2 years ago

      I have a similar issue also - after originally typing my email address in incorrectly, I contacted virgin via WHATSAPP, an agent then changed the email to the correct address for me and informed me I would receive my welcome email within the next 1 hour. It’s been around 2-3 hours and I still have not received a welcome email in order to activate my account. 

      Please can someone help - been a complete nightmare!!

      Many thanks, 

       

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        2 years ago

        Hi Hannahcopper thanks for your post although we're sorry to hear of the concerns you've raised here.

        Please allow me to send you a PM so I can look into this further for you.

        Kindly expect the PM from me to arrive shortly and respond directly when you can!
        Many thanks

  • AMead's avatar
    AMead
    Joining in
    2 years ago

    Hi. Same issue here. Signed up on 26/10 and received absolutely nothing - expecting the box to be delivered today (phoned an advisor to confirm) and was told i would also receive account details etc but i have none so i cant sign up for the online account. We dont actually live in our new house yet so i need to travel to pick up the box once it arrives, but without an account i cant track it. Can anyone help?

    Thanks

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 years ago

      Hi AMead 👋

      Welcome to our Community Forums and thanks for your post. Great to have you on board!

      I'd love to help further so will pop you a PM 📩 now.

      Speak soon!

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 years ago

      Thanks for your time via PM AMead 

      I've arranged for the details to be re-sent. 

      If you need anything else, let me know. 

      Enjoy the rest of your weekend! 😊

  • Cburn93's avatar
    Cburn93
    Joining in
    3 months ago

    I am also having the issue of having received a welcome email, have only received text messages so an unable to set up the my virgin media account

     thanks

     Chris

    • Zach_R's avatar
      Zach_R
      Forum Team
      3 months ago

      Hi Cburn93,

      Thank you for your post and welcome to our community forums. We're here to help.

      I'm sorry to hear you're waiting on a welcome email. Have you checked your spam/junk folder? Along with this, have your services been installed and activated yet? Admittedly, until that point, there's not too much you can do via the online account anyway.

      Thanks,
       

      • Cburn93's avatar
        Cburn93
        Joining in
        3 months ago

        Hey Zach

        I have checked my spam/junk folder and not received it, it is getting installed tomorrow, wasn’t sure if i needed to sort the online before that as the text i received to confirm said to set it up

         thanks

         Chris

  • JGall1's avatar
    JGall1
    Joining in
    13 days ago

    Hi Virgin Media

    I have the same problem that others have in this thread.  I have had virgin media installed and set up but I have not had a welcome email so I do not have an account number to to set up an account.

    Kind regards

    Jon