Forum Discussion

JGall1's avatar
JGall1
Joining in
10 months ago

No welcome email or account number

Hi

Virgin media broadband was installed at my home last week but I have not received a welcome email or account number.  I need an account number to register to manage my account.  Please help.

Kind regards

Jon

11 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    10 months ago

    Hi JGall1 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear that you are yet to receive any communication from us to create an online account, have you received your contract from us where your account details will be displayed?

    Let us know, if you have not please check your private messages. 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

    • Fruit55's avatar
      Fruit55
      Joining in
      9 months ago

      Renewed contract this morning and got a message to say that you have emailed me.  I have not received anything and checked junk mail.   How long should I wait 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        9 months ago

        Hi Fruit55, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you've not received anything yet. Usually pre-contract documents are sent right away to the email address on file. You'd also receive an order summary to the same email. If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. As these offers are online exclusive, we won't have visibility of them. If the new package has not taken affect within 14 days, pop back and let us know so we can help further. 

        Many thanks, 

  • JBates1's avatar
    JBates1
    Joining in
    9 months ago

    I have the same issue. I have received a contract summary sheet via text but that is it. Can anyone assist?

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      9 months ago

      Hi JBates1, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've not received any documents from us. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

      I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Thanks, 

  • Lindab52's avatar
    Lindab52
    Joining in
    27 days ago

    Hi sorry to jump in on this post my mum has not received her welcome pack/email but i think the wrong email was used when signing up her virgin media was installed this morning and im trying to create her online account but need the account number to do so any help much appreciated 

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      27 days ago

      Hello Lindab52.

      Thanks for your post, and welcome to our community.

      We would be able to send a copy of the welcome pack out to your mum and correct the email address.

      However, we can only do this directly with the account holder here.

      You're very welcome to call us on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.

      Sorry we can't be of any help.

      Gareth_L

       

      • Lindab52's avatar
        Lindab52
        Joining in
        27 days ago

        My mum is not the best on a pc/laptop or anything tech related but is here with me