Good morning,
I hope you all are ok.
I placed a broadband and TV order, delivery was supposed to happen today (07/04). It was supposed to be delivered to a local shop - when I got to the store today they told me they'd stopped doing collect plus 3 weeks previous. So I've gone back and looked at my email I first recieved and it says my click and collect address is my home address, not the adress I was told over the phone, but either way it hasn't arrived at either.
After the first "Your order summary" email with details of my contract, I have never receveided any further email confirming that the "self-install pack" shipment was on its way. I've received text messages saying it would be delivered from Virgin but with no tracking number. I have an email on the same day saying my direct debit was set up but I haven't been charged any money today which again worries me.
I am a new customer but have a virgin account from previous years. When I try to login it shows me the details of that contract. I do not have a password set up to pass the security check over the phone. I wrote down on my phone what I set this as but phone handler was telling me it's wrong. I am now stuck in this kind of loop, does anyone know how to sort this out please?
When I click track order it takes me to a login page which then takes me to details of my old account, no tracking in sight. Current advise is to ring back at 8am and hope for a better answer from preinstall team.
Many thanks for you help in advance.
