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Box not delivered

Joining in


we have had exactly the same problem. We moved into our new home as students and are desperate for broadband because we need to study. However, as there was already virgin at this property we asked for a new self installation box as it tells you to do when you move in on the website. The box was meant to come yesterday it did not and we haven’t had any emails or anything. We are extremely frustrated by this as we moved into the property three days ago. We have tried phoning, online chats and everything, but because we don’t have an account number we can’t get hold of anyone we are tempted to look at other providers if we can’t get the issue sorted quickly. 


Problem sorter

Hi @Sb891 

Thank you for reaching out to us here, welcome to the community.

I am sorry to hear that you haven’t received 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


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