Forum Discussion

Smudgycrane's avatar
Smudgycrane
Joining in
2 years ago

New kit is not delivered & haven't received account number and reference number

Hi, I've recently joined a broadband plan as a new customer and ordered a new self-installation kit.

The kit was not delivered on my chosen delivery date and I haven't received any contact from Virgin regarding the delivery status of the order.
The only received contacts are
1) my order reference when I ordered and
2) the email regarding pre-contract documents.

As the pre-contract documents do not include the customer account number and customer reference number, it is not able to register Virgin Media and track the status of my order.

I'm not sure if you will contact me regarding the delivery and when I should wait at home until the delivery.

 

 
 
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  • VM-Jon's avatar
    VM-Jon
    Problem sorter
    2 years ago

    Hi Smudgycrane ,

    Thank you for reaching out to us here, welcome to the community.

    I am sorry to hear that you haven’t received your order, I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

    Thank you

    • Grphonite's avatar
      Grphonite
      Joining in
      2 years ago

      This EXACT same situation has happened to me too, can you assist?

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        2 years ago

        Hi Grphonite

        Thank you for your post and welcome to our community.

        I am sorry to hear you haven't received your order.

        I will send you a private message now so we can look into this.

        Please look out for the envelope in the top right of the page and pop back to me when you can. 

    • Crumbs1's avatar
      Crumbs1
      Joining in
      2 years ago

      Hi, I am having this exact issue. Have put in an offer for a broadband plan and received gmt pre contract documents, however have not had any updates from Virgin or a courier about delivery of my self installation kit. Would you be to assist?

      • VM-Jon's avatar
        VM-Jon
        Problem sorter
        2 years ago

        Hi Crumbs1 

        Thank you for reaching out to us here, welcome to the community.

        I am sorry to hear that you haven’t received full details of your order, I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

        Thank you

        Jon