Forum Discussion

Lee_H1's avatar
Lee_H1
Joining in
2 years ago

Self install kit not delivered

Hello 

I’ve recently purchased self install broadband kit on the 26/12/2023 the date it was meant to be delivered was the 29/12/2023 

I’ve had no further emails or tracking information on this order please could somebody tell me where my order is 

I can’t call customer service because I don’t have a landline number or a customer account number to type in 

 

kind regards 

  • 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 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

    Jon

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 years ago

    Hello Lee_H1,

    Thanks for your first post and welcome to our community.

    Sorry to hear you haven't received your quick start kit yet.

    I can see VM-Jon has already sent you a private message, so you are in good hands already.

    If you do need anything else, please let us know.

    Gareth_L

     

  • ankitsharma's avatar
    ankitsharma
    Joining in
    2 years ago

    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 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.

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

      Hi ankitsharma 


      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