Forum Discussion

mifle's avatar
mifle
Settling in
3 days ago

Pre-contract docs approved but no contract or delivery?

 I've seen a few older discussions on the same issue. I ordered a new broadband connection on the 27th July, due to be delivered for self install on 2nd August. Since then, nothing has happened... I have the order confirmation email, but no contract and no attempt was made to deliver router. 

Early I visited an O2 / Virgin shop to try and see what the issue is. The assistant said she couldn't find my order and that nothing was showing up on the system. She has just setup a new contract for me, which has triggered the exact same emails and documents that I already had from last week. I'm now worried I have two contracts. Additionally, she's input the wrong date for the setup kit to be delivered for this one.

If anyone from Virgin could help or point me in the right direction please. I tried calling the customer care service last week but without an account number (that I don't have without the contract) I can't get through to anyone

3 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person

    You should call the pre-installs team on 0800 052 1734, explain the situation 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)

    • mifle's avatar
      mifle
      Settling in

      Thank you, I just tried and got an automatic message saying 'I received a call from the team at virgin media today and that I didn't need to get in touch with them and they'll try me again another time' ( I definitely haven't)

      No other options to select departments etc on the call :/ 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team

        Hey mifle, thank you for reaching out and we are so sorry to hear you haven't got any documents, also a very warm welcome to the community.

        Can we just confirm did you get the phone call or are you still waiting on one?