Menu
Reply
KatieW21
  • 4
  • 0
  • 0
Joining in
416 Views
Message 1 of 8
Flag for a moderator

New contract

Hi I'm a new customer to virgin mobile. I've just signed up for a new contract on the website and not received an email to sign and confirm my contract.  My new phone won't be dispatched until I've signed the contract.  

Any ideas on what I can do?

0 Kudos
Reply
Corey_C
  • 5.26K
  • 259
  • 450
Moderator
Moderator
398 Views
Message 2 of 8
Flag for a moderator

Re: New contract

Thanks for your post and for reaching out to the Community Forums, KatieW21,

 

Did you receive an order confirmation email or any other notification regarding your order?

 

Cheers,

Corey C

0 Kudos
Reply
KatieW21
  • 4
  • 0
  • 0
Joining in
395 Views
Message 3 of 8
Flag for a moderator

Re: New contract

Hi, No I haven't received any emails with regards to my new phone contract.

Thanks,
0 Kudos
Reply
Corey_C
  • 5.26K
  • 259
  • 450
Moderator
Moderator
370 Views
Message 4 of 8
Flag for a moderator

Re: New contract

Thanks for your reply, KatieW21,

 

If you haven't at least received the order confirmation, then it's not likely to have been completed. I can try a search for you but it sounds like the order may need to be re-done. 

 

Cheers,

Corey C

0 Kudos
Reply
KatieW21
  • 4
  • 0
  • 0
Joining in
333 Views
Message 5 of 8
Flag for a moderator

Re: New contract

Hi I phoned virgin this morning and the person I spoke with said that the order hadn't gone through because my identity needed confirming and that I had missed a phone call from virgin, I definitely didn't. I had no missed calls.

Anyway he said he could set me up with a new order and confirm my identity etc. I went through the process with him and received my credit agreement, signed it all etc and received an email outlining my payments and a secure login to view my credit agreement. I've just this afternoon received another credit agreement email and now I'm concerned that the first order did in fact go through and I'm going to have two identical contracts... Should I just ignore the second credit agreement email? Or will that jeopardise the contract that I have signed for this morning?

Thanks,
0 Kudos
Reply
Zach_R
  • 3.75K
  • 122
  • 264
Forum Team
Forum Team
323 Views
Message 6 of 8
Flag for a moderator

Re: New contract

Hi @KatieW21,

Thank you for getting back to us with an update on this. I understand this may be confusing, but I would recommend reaching out to the team on 0345 6000 789 (or 789 from a Virgin Mobile handset) so that they can investigate and confirm for you.

Please do let us know how you get on.

Thanks,
 



Zach - Forum Team


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


0 Kudos
Reply
KatieW21
  • 4
  • 0
  • 0
Joining in
309 Views
Message 7 of 8
Flag for a moderator

Re: New contract

Hi,
Thank you for your reply. I took your advise and phoned the number you gave me. The adviser I spoke to confirmed that there was two contracts on my account and that one had processed and is out for delivery today. He said I should just ignore the second credit agreement, not sign it and it will be cancelled.

Thank you for your help
0 Kudos
Reply
John_GS
  • 13.42K
  • 682
  • 1.24K
Forum Team
Forum Team
300 Views
Message 8 of 8
Flag for a moderator

Re: New contract

Thanks for coming back to us.

 

Glad to hear all is sorted. 

 

Please do let us know if you need further assistance.

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply