As a follow-up to this, if anyone else runs into the same issue...
The apparent problem is that the property we purchased already has a Virgin Media account associated with it. The account is active according to the VM team, but there is no connection according to the Virgin Media Hub admin page. The VM team member who contacted me last week said that the presence of the active account meant that my confirmed order wasn't actioned. This is obviously frustrating, as the system relied on my psychic powers to know that the order confirmation email actually meant that nothing was going to happen. After multiple calls with the VM team, they need to contact the previous owner of our house to ask them to cancel the subscription. Again this is frustrating as there is little motivation for the previous owner to take VM's call.
Without a VM account number you can't contact VM easily as the automated phone system for their main number on the VM website requests you key in either a VM phone number or account number. If you have neither then you can't speak to anyone, so this forum seems like the only way to communicate with VM.
Jon - I haven't heard anything further via email or phone since someone spoke to me last week to say that I should receive my quick start pack either Saturday or today at the latest. Do you know if my order is progressing now, or is it lost in the system still?
Thanks in advance,
Billy
