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Nothing further since order confimration email

billythekid001
Joining in

Hi,

I signed up for M125 Fibre Broadband on Monday this week (21/8/23) with a nominated delivery date of today (24/8/23).  I haven't heard anything further since via email or phone.  Is delivery still expected today, and if so any ideas what time?  The VirginMedia.com help page directs me to login to my account, but I can't register as I don't have an account number or area reference.  I tried calling the 0345 454 1111 number advertised on the VirginMedia.com website, but the automated response mandates an account number or area reference.

Can you help?

Thanks,

Billy

7 REPLIES 7

VM-Jon
Problem sorter

Hi @billythekid001 

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


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


billythekid001
Joining in

As a follow-up to this, if anyone else runs into the same issue...

The apparent problem is that the property we purchased already has a Virgin Media account associated with it.  The account is active according to the VM team, but there is no connection according to the Virgin Media Hub admin page.  The VM team member who contacted me last week said that the presence of the active account meant that my confirmed order wasn't actioned.  This is obviously frustrating, as the system relied on my psychic powers to know that the order confirmation email actually meant that nothing was going to happen.  After multiple calls with the VM team, they need to contact the previous owner of our house to ask them to cancel the subscription.  Again this is frustrating as there is little motivation for the previous owner to take VM's call.

Without a VM account number you can't contact VM easily as the automated phone system for their main number on the VM website requests you key in either a VM phone number or account number.  If you have neither then you can't speak to anyone, so this forum seems like the only way to communicate with VM.

Jon - I haven't heard anything further via email or phone since someone spoke to me last week to say that I should receive my quick start pack either Saturday or today at the latest.  Do you know if my order is progressing now, or is it lost in the system still?

Thanks in advance,

Billy

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Sincere apologies for the issues faced billythekid001,

Just to clarify on this since the conversation has the current owner placed a disconnection notice in at all?

Regards,

Kain

VM-Jon
Problem sorter

@billythekid001 @Kain_W 

I’ve have escalated this once again and the team should be raising what we call a “goneaway” to close the existing account. The team should have been in touch with you regarding this. Please let me know directly in our private chat if you need any further support.

thank you once again for your patience, we really appreciate it

Jon


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


I am in exactly the same situation. Today was my predicted delivery date but I’ve heard nothing further since I signed-up.

I actually know for a fact that the previous owner of our house was a VM customer as he left all the equipment behind and left us a note saying he had been trying to cancel but found it impossible to talk to anyone at VM and that he was cancelling his direct debit.

Jon, can you escalate my application in the same way please and mark the previous occupier as Goneaway? Please reach out for details.

Hi @hingus2000 

 I have sent you a private message, please keep an eye out for it. Thank you


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


VM-Jon
Problem sorter

Hi @VM7help 

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


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