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Did not receive quick start pack for broadband

Joining in

I signed up for a rolling contract of the M125 broadband and was told that the quick start pack would be sent to me today. I was not given any tracking information nor was I given a copy of my final contract. Because of this I can't make a My Virgin Media account since I do not have an account number or area reference, and I can't contact the customer support line since they ask me for an account number that I do not have.

I only have an order reference number and my pre-contract documents at this point of time, and no relevant emails have been sent to my spam or junk folders either. I would greatly appreciate any help to get my broadband service set up as soon as possible.


Forum Team
Forum Team

Hi @knightshuffler 

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 please check out the little envelope icon in the top right hand corner of your screen for a private message from me

Thank you


Here to help! I'm an install manager helping out whilst working from home. Find out more

I have still not received an update about this issue after the initial DM. I was told that I would receive a phone call shortly but I was only messaged by a bot that was trying to give me the best deal on broadband. I have already paid for the setup, I don't need to be advertised to further!

I would really appreciate getting any sort of update. I still don't have my final contract so I can't call your customer service line, so please respond to my messages or give me a phone number I can use to contact a real person.

Thank you

It's been a week and I still haven't gotten a proper update. I got one call back after my last reply to this post telling me that the previous tenant at my address didn't cancel their account before leaving. I was told that you would try to contact them and if that failed you would be able to cancel that account and get my services set up "immediately". The only times I've managed to get an update about this situation have been when I made a public facing reply to this post so I hope this will get someone to look at the problem. 

Hi knightshuffler,

Thank you for reaching out to us and welcome back, we are sorry to hear you still have had no update in regards to your services being set up due to the previous account at your address not being cancelled, when this happens we have to fist try to contact the person who lived there, if this fails we then close the account, this is called a gone away and does take a little time to process and be able to set up another account.

So I can have a closer look, I will send you an invite into a private chat, please look out for the white envelope to join.