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RDPearson's avatar
RDPearson
Joining in
10 months ago

Applying for new service issues

I am moving home shortly and have just applied for a new broadband service.

All seemed to be going OK but then I received an email saying something was missing and to please call. The person on the phone said they cant accept my order unless I provide a mobile number. Seeing as I don't have a mobile phone that's not possible. I have a work landline but thats not acceptable as supposedly the person delivering the router to me has to phone me on the day to confirm. Seeing as I am moving home and on holiday at the time they wouldn't get hold of me at work anyway. I was told the order would be cancelled if the delivery person could not reach me on the phone before delivering.

In any case I don't see why VM needs to have this. You have my email address to contact me if required. I wouldn't want any text messages or calls from you so why is this required? Do you only provide internet services to people who use mobiles?

Any way round this as I want the faster speed VM can provide but am not going to buy a phone just to get it.

2 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    You have to understand that Virginmedia expects to work for their own convenience rather than yours. If their standard procedure requires a mobile number, that's the way it is.

    The same philosophy continues once you are locked in as a customer. 

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

    Hi there RDPearson 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced this issue with your service and new order and thank you again for posting. 

    We aren't able to assist with new orders here on the forums, but you can speak to the preinstalls team on 0345 454 1111. We would advise following any guidance the teams give regarding adding a number for contact, you can always change the contact number in the future.