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BH_1's avatar
BH_1
Joining in
2 years ago
Solved

Order placed but not received welcome email or delivery information

Hello,

I placed an order online for a Fiber Broadband on 22/2/2024 and selected 1/3/2024 for the engineer install date. I only received my pre-contract documents and order summary (saying "We’ll send confirmation of your technician installation date soon"), but no welcome email or delivery information received. I tried calling the customer service multiple times but since I don't know/have my account number, it was not possible to get any help. How can I know the status of my contract and most importantly when will I receive the confirmation of the installation date? 

Any help would be greatly appreciated.

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

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

    I am sorry to hear that of the difficulties you are having , 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 please check out the little envelope icon in the top right hand corner of your screen for a private message from me

    Thank you

    Jon

15 Replies

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

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

    I am sorry to hear that of the difficulties you are having , 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 please check out the little envelope icon in the top right hand corner of your screen for a private message from me

    Thank you

    Jon

    • willthorp98's avatar
      willthorp98
      Joining in
      2 years ago

      Hello, I am having the same problem, could you please help me?

       

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

        Hi willthorp98 

        Of course, i will send you a private message and pick this up for you.

  • Dec2's avatar
    Dec2
    Joining in
    2 years ago

    Hello, I have the same problem hopefully you can help me out and send me the welcome email aswell.

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

      HI Dec2 

      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 please check out the little envelope icon in the top right hand corner of your screen for a private message from me

      Thank you

      Jon

  • JS94's avatar
    JS94
    Joining in
    11 months ago

    Hi,

    I also haven’t received a welcome email with my account details so I can’t create a login 

    Thanks

    • Zach_R's avatar
      Zach_R
      Forum Team (Retired)
      11 months ago

      Hi JS94,

      Thank you for your post and welcome to our community forums. We're here to help.

      I'm sorry to hear you've not received a welcome email. This should be sent shortly after sign up and may land in your junk/spam so be sure to check there. If you've had any monthly bills so far then these will also have the details you need to create a My Virgin Media online account.

      If you've received neither of these and/or still need further assistance, please respond to the private message that I'll be sending to you shortly and we can proceed from there.

      Thanks,
       

      • JS94's avatar
        JS94
        Joining in
        10 months ago

        Hi,

        I didn't receive a welcome email but I have now received my first bill which contained the info and I was able to create an account.

        Thanks

  • Henry__Richards's avatar
    Henry__Richards
    Joining in
    2 months ago

    Hi,

    I am also having this issue. My order for fiber broadband was placed on the 5th March 2025 and selected an install date of the 20th March 2025.

    If I have to wait a little longer for an email to be sent then that is no issue, however, this is the second time that I placed an order with virgin in the past two months. The first order had an install date for the 4th of March 25, however, no technician arrived that day, and after speaking to customer service, it turns out the order had never been placed, so re-ordered a different package. 

    If I could confirm with someone that my latest order is being processed that would be a great help.

    Thank you.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 months ago

      Hello Henry__Richards,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your order to join us at the moment. Have you heard anything further since you last posted or are you still waiting to hear back from the team?

      Kind Regards,

      Steven_L

      • Henry__Richards's avatar
        Henry__Richards
        Joining in
        2 months ago

        Hi, 

        I am still currently waiting for any further updates from the Virgin team.

        Thanks,

        Henry

  • AJ87RF's avatar
    AJ87RF
    Just joined
    2 months ago

    I’m having this exact same problem. I don’t understand how I can book an engineer date, provide all my payment details, confirm the order - only to be told days later that the order hadn’t been processed. What is going on?

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 months ago

      Hello AJ87RF,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your new account with us.

      Have you received any further updates since you last posted?

      Kind Regards,

      Steven_L