Account not found

[JamesBlack]

First time customer, Broadband hub arrived yesterday and I need an engineer to install a Virgin socket in my house. 

I can’t book an engineer as you can’t find my account when I try to register online or through the App. 

Spent 1hr 15 mins on the phone to ‘customer services’ this morning. Had the joy of explaining my predicament to 7 different operators. The 6th one some how found my account and passed me to the team who would book and engineer. Guess what the 7th operator couldn’t find my account. 

Any suggestions as to what I do next?

[newapollo · Accepted solution]

Hi @JamesBlack 

The pre-installation and delivery team on 0800 052 1734 should be able to help.

[JamesBlack]

Just tried newapollo, no joy yet again. Just ended up being palmed off to the sales team. Already spoken to about 3 of their agents earlier! 

I would just call the cancellation team but they won’t know who I am either. An ingenious business model! 

[Jodi_S]

Hi JamesBlack,

A warm welcome and thanks for posting on our community forums. We do apologise that you have not been given the help you require over the phone to get this socket installed in your property.

We could have found your details through your postcode and address. 

I will be more than happy to take a look at your account and see what needs to be done on your account. 

Please click on the purple envelope to accept the chat. 

Kind regards Jodi.