Account and internet problems

[Harrismagnum]

hi , this is my first post and might be in the wrong place , however after attempting to join the community for over a week and getting nowhere , i unfortunately  don't care .  i signed up to have fibre broadband on 14 December , the salesman got my email wrong on my details so i wasn't  been able to contact anyone , i wasn't able to create an account as my email address wasn't recognised and i never recieved a welcome message because obviously no one had my email address ,i've spent days attempting to find a person to speak to about this problem and all i get is a stupid automated assistant that doesn't seem able to understand my problem or offer a solution . In desperation i called the sales team and got to speak to a real live human being who managed to change my email details to enable me to create an account , but that lasted a day before i couldn't sign in as my details were not recognised again , this is a circle i've been going through for weeks now , it's funny that i can recieve a text message to say the engineers will be attending to install my new fibre line , and then a message to say the installation team will be coming to install my router , which they actually completed yesterday . I now have a router that my laptop doesn't recognise , an account that i can't get into , an email address that isn't recognised and no answers to help me solve anything . this is my one and only attempt to get this fixed today , if i recieve no satisfactory answers i will be calling the sales team again and arranging for an engineer to remove the equipment , at this point in time i am rating my experience at zero , how a company can operate like this is totally beyond my understanding , so if anyone can offer me some assistance please reply , fortunately in some ways i still have my internet access with my old supplier or i wouldn't be here now . and yes, i'm a little bit annoyed .

[MOD EDIT: Subject title changed for clarity]

[Ilyas_Y]

Hey @Harrismagnum Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I am so sorry to hear about the poor experience you have had recently in relation to the profile information and online profile.
I will be able to assist you on this and I will send a private message for further support.

Kind regards,
Ilyas.

[Harrismagnum]

why is it so difficult to simply get to talk to someone , automated answer phones asking for area codes that i can find on my first email or my bill , i don't have a bill yet i'm a new customer , and i've never recieved an email with my contract details . does anyone know how i can get to speak to someone at Virgin Media , a direct phone line number maybe .

[Ilyas_Y · Accepted solution]

Thanks for the reply on the forums @Harrismagnum 

If you don't have the details at hand of what you need, the switchboard will eventually direct you through to the right department.
The system will run some checks to save you time if it's in relation to an outage and test the line.

Unfortunately there is no direct line and the number 0345 454 1111 goes through the main board.
You can check here for other platforms we use for customer service.

Kind regards,
Ilyas.

[Harrismagnum]

after 8hrs i rang the sales team and pretended to be interested in a package , i was put through to a real person who gave me the details that should have been on my welcome email , this hasn't fixed my router problem but at least i can log on and report it now , thanks for the help IIyas_Y

[Reece_MH]

Thanks for the update Harrismagnum - I'm glad you've been able to get the information you need.

If you do need anything else, please do not hesitate to make a new post in the relevant section, and we'll be happy to assist further.