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Pre - contract documents received, then radio silence

Joining in

I signed up to a broadband only contract a number of weeks ago. I then received a pre-contract document email and order summary. 

This email stated further information would follow, such as the contract, and that we would also hear from YODEL regarding delivery information. Since then we have heard absolutely nothing more from virgin or yodel.


i have tried every possible method of contacting customer service, live chat, called god knows how many numbers, most of which were said to be unused despite being recommended by the website or emails or live chat. Those that were in use require an account number which I haven’t been sent and have no option to circumvent this.


The only number that was successful then redirected me to another number as the operator could not help with my query. This redirected number was also no longer in use and I got hung up on. I called again and the same happened.

At a total loss, anyone experienced the same how did you resolve it?


Very Insightful Person
Very Insightful Person

Hi gprogers27 

You could try calling the pre-installs team on 0800 052 1734 and ask them what's happening.

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

(It can take a couple of days for a member of the forum team to pick up your post)

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi gprogers27

Thanks for your post and welcome to our community.

We're sorry to hear you've had no further contact regarding your order.

Just to clarify for us please, are you currently a customer of ours with active service and just wanting a change of package?

Or is this a new account as a new customer? 

Please pop back to us when you can. 


Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Hi Vikki, thanks for responding

This is regarding a new account as a new customer

In this case, to best look into this, we 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. 


Forum Team

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