Forum Discussion

smitkhs's avatar
smitkhs
Just joined
2 months ago

Ordered a week ago, not heard since

I placed an order on 17th November, for installation on 25th November. Received order confirmation, pre-contract documents, and an email with the subject line “Re: Sign Up Online [ref]”. I’ve not heard anything since, having checked Experian, no credit check has been carried out as per the most recent email. I cannot login online to check order progress, I get the below message:

“Don't worry, it's just a quick pause to help keep your account safe.

Instead:

  • Use a device you've signed in on before
  • Try again from a familiar connection
  • If you're on a VPN, switch it off and have another

Still stuck? If this keeps happening, get in touch with us (quoting reference[…]”


What is going on? Will my internet be installed tomorrow? If not, why have I not been updated? Not a good start. 

3 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    You could try calling the pre-installs team on 0800 052 1734 and ask them what's happening.

    They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

    (It can take a couple of days for a member of the forum team to pick up your post)

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Did VM confirm in writing that 26th November installation date, or is it only what you requested? 

    If it hasn't been confirmed by them, it may be that some external work has to be done before they can connect you. 

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

    Hey smitkhs, thank you for reaching out and a warm welcome to the community we are so sorry to hear about this install issue.

    You would need to be installed and active to have an online account, did you manage to speak to the pre install team?