Forum Discussion

Mindsmog's avatar
Mindsmog
Tuning in
2 years ago
Solved

No welcome email

I signed up on 30th April , had pre contract documents, not heard anything else, i mean all my services are working great, i have had to ring twice now asking what my account number is, and noone has sent me them yet, i need my account number so i can create my virgin account.  is this normal you get a new customer and just ignore them? lol 

i have spoke to customer services on phone and been assured i would get an email, still nothing.

 

any ideas please?

  • Hey Mindsmog,

    Welcome back to the Community Forums and thanks for the post.

    Sorry to hear you have been experiencing this, in order for me to look into this for you I would need to invite you in for a private message to gather some information from you, if you have not used our private messaging feature before you can access it via the envelope at the top of your screen.

    Speak to you soon. Joe

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)

    Hey Mindsmog,

    Welcome back to the Community Forums and thanks for the post.

    Sorry to hear you have been experiencing this, in order for me to look into this for you I would need to invite you in for a private message to gather some information from you, if you have not used our private messaging feature before you can access it via the envelope at the top of your screen.

    Speak to you soon. Joe

    • Trevinthepark's avatar
      Trevinthepark
      Joining in

      Hi, I'm having this problem, still waiting for welcome e mail, need account number and area ref, thanks

      • Carley_S's avatar
        Carley_S
        Forum Team

        Hi Trevinthepark 

        Welcome to the community forums 

        Sorry to hear that you've not received your welcome email. 

        I have checked on the systems and resent this for you now, please double check your spam/junk folders for the email that you used to sign up with and let us know if this is still not received in the next 24 hours. 

    • niamh-st's avatar
      niamh-st
      Joining in

      Hi, I am having this exact same problem- I've been waiting on a welcome email for weeks and whenever I call I am told it will be sent 'in the next 24 hours'. Could I get some help please?

      • Carley_S's avatar
        Carley_S
        Forum Team

        Hi niamh-st 

        Welcome to the community forums. 

        Sorry to hear you're also having issues with not receiving a welcome email. I have not been able to location you on the system at our side. 

        Have you received any correspondences from us at all such as a contract summary sheet or any other emails? 

        These should be sent to the email address given to us either online or over the phone when setting up your account. Did you sign up online or over the phone? 

    • Enaizawa's avatar
      Enaizawa
      Joining in

      Hello,

      I also have been having the same problem. I was not given a welcome email, only a pre contract email. I do not seem to have an account number yet I have already paid for my wifi. 

      Is there any way I can get my account number so that I can obtain my wifi?

      Thanks,

      Ena

      • Paul_DN's avatar
        Paul_DN
        Forum Team

        Hi Enaizawa,

        Thank you for reaching out to us in our community and welcome both here and to Virgin Media, sorry to hear you have no received a welcome Email.

        Please can you expand a little on whether you have been installed yet, what you mean by obtain your WiFi?

        Regards

        Paul.

  • Hi there,

    I am also having the same issue in which I haven’t received a welcome email to get my account number.I have received my order number but that’s about it. 

    The package that I purchased was from virgin media and partners and the package was called the Solus Broadband 1GIG which states to come with a O2 sim. However whenever I call up no one knows that this package exists?

    cheers,

    Ed

  • Hi, I have also not received my welcome email. My hub has arrived and is working correctly. I signed up by phone and have not received anything with my account number. 

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi innisj, 

      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 yet yet received anything via email. As the equipment has been received, it suggests the agent may have entered your email address incorrectly. 

      This is something we can certainly check for you but in order to do that I will 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. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks, 

  • Same thing here except we haven’t received our order ,or a welcome email with an account number.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey Pearle, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

      I will send you a PM to make sure the order has gone through, please keep an eye out for it. Cheers