Account number not given

[georgescott777]

I’m trying to make my account so i can actually talk to virgin media support but i was never given my account number in any email. all i have is the contract information.

[Kath_F]

Hi georgescott777, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having trouble creating a Virgin Media account. When we send out your welcome email with your contract, your account number will be listed on this. 

If you haven't yet been installed then it's possible you have pre-contract documents in which case, you'll need to wait until you've received your contract and welcome email. 

If you have already been installed though, pop back and let us know so we can help further. 

Thanks, 

[georgescott777]

Ordered but i’ve received pre-contract details, but no information about account number which is annoying because i won’t receive my modem because previous owners had virgin media at this house and i have no way of contacting them 

[georgescott777]

i haven’t received my welcome email yet. and i need it because there’s already a Virgin Media account at my address in someone else's name (the previous tenants in this house). They need to ask you to transfer their account to my name but i can’t get in contact with them.

[newapollo]

Hi georgescott777 

I'm sorry but accounts can't be transferred over. They (the previous tenants) should  have cancelled their account

Since you say you can't contact them then VM will need to follow the 'Gone Away' process -  A member of the forum team may be able kick start this for you.

See /virginmedia.com/help/billing-and-payments/change-account-holder 

I want to take over a Virgin Media account

If the current account holder is no longer living at the property, and you want to keep Virgin Media services then it’s best to chat to us so we can arrange this for you. 

We’ll try to contact the account holder for you, to confirm whether they need the services moving to their new address. If they don’t, you’ll need you to send their old equipment back to us. You’ll be able to choose from our latest and best deals, and we’ll make sure you have brand new equipment to use.

[georgescott777]

i don’t understand. why can’t i just get some help. i’ve made like 3 posts about trying to get my account number which was NEVER given to me. I need this so i can actually sort my wifi out because i don’t have any wifi. Does anyone have any other different wifi recommendations because this is getting ridiculous now and i might switch.

[Molly_T]

Hi Georgescott777 👋 

Thank you for making another post. Sincerest apologies for any frustration caused. 
Looking at your other community post 👉 here - it appears we identified the issue is that your order has not yet been confirmed. (As you advised there's already an account held by another customer at your address.) Sadly we can't process sales via this platform, so you may be best off speaking to the team by phone directly via 📞0800 183 1234. They will then be able to offer further support in ensuring your order is placed. 

As mentioned by my colleague, you are sent your account information, including account number when you receive a welcome email along with your contract.

We hope the sales team are able to help ensure your order is placed, and offer further support. If you need further guidance or help once the order is confirmed with the sales team, or after your installation please let us know! 

Wishing you all the best! 🌞

[georgescott777]

but i KEEP saying. i haven’t received my account number. in the email my account number is just: - . I can’t phone the sales team without having an account number. please to listen to me this time.

[Zach_R]

Hi @georgescott777,

You can still speak with the team on the phone if you don't have an account number to hand. When that request is made, don't enter anything and allow it to loop 2-3 times. It'll then pass you forward to speak with someone who can attempt to locate the account with other information.

Do you know when your installation date is and can you clarify the situation? You've mentioned taking over someone's account, in which case there wouldn't be an installation per say so it's a little confusing from what you've explained.

Thanks,