Forum Discussion

BH_1's avatar
BH_1
Joining in
12 months 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
    12 months 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

  • VM-Jon's avatar
    VM-Jon
    Problem sorter
    12 months 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

  • Dec2's avatar
    Dec2
    Joining in
    11 months 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
      11 months 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
    8 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
      8 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
        8 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