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How do speak to someone at virgin without an account number or phone line

Sshanks
Joining in

Still not received my broadband equipment, can't speak to anyone because I don't have an account number or phone line, received all contracts but no tracking order been over a week now can anyone help

23 REPLIES 23

newapollo
Very Insightful Person
Very Insightful Person

Hi @Sshanks 

I realise you say you don't have a phone line, however you could try calling the pre-installs team on freephone 0800 052 1734.

Dave
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Lee_R
Forum Team
Forum Team

Hi Sshanks, thanks for posting and welcome to our community.

Sorry to hear you've not received your equipment. I would love to take a closer look on your behalf. I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R

I have the same problem, can you help me

Hi Aliyan,

 

Thank you for your post and welcome to our community.

 

I am sorry to hear you haven't received your equipment.

 

Could you expand on this please?

 

When was this due to be delivered?

 

Have you had any texts/emails regarding the delivery?

 

Please pop back to us when you can.

 

 

Vikki - Forum Team


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Hi 

im currently in the same situation , I’ve only received 3 emails since I did the order 9 days ago, one with the the pre contracts, another with the order summary and saying it’s on its way, and then I received an email 3 days ago saying that Because there’s already a virgin media account set up with the house from the old tenants that lived there, virgin aren’t able to proceed with the order and that I should look out for a call. I still haven’t received a call and one of my housemates have already moved in so he’s currently without Wi-Fi. I tried phoning the number that the email said to call if I needed to ask questions( 0800 052 7588) but every time I’ve called it’s said you’re currently closed and that you’re open Monday to Friday 8am to 8pm but I called at 5pm? I then tried the customer service number and I can use that because I don’t have a account number nor a phone line number!

any help would be grateful appreciate 

 

Delivery was also supposed to be last Friday 

Hi @Lewiswicks 

Welcome to our community forums and thank you for your first post. 

Sorry to hear you are having issues with your order and have not received your call yet. We can understand the inconvenience caused and we want to do our best to help. To best look into this, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. Thanks,

Akua_A
Forum Team

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Hi,

I'm also in a similar situation to those above - delivery date was supposed to be for today, had received an order summary email, along with the pre-contract documents, but have received nothing else.

After a lengthy live chat explaining the situation and showing screenshots, they could only refer to me the sales team numbers. However, as stated above, with no account information you cannot talk to them.

 

Would be very grateful if this could please be looked at as soon as possible as well? Thanks.

Will.

Hi @Will991 

Welcome to our community forums and sorry to hear there is confusion regarding your order and delivery date. We want to do our best to help regarding this. To best look into this issue, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs