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New kit is not delivered & haven't received account number and reference number

Joining in

Hi, I've recently joined a broadband plan as a new customer and ordered a new self-installation kit.

The kit was not delivered on my chosen delivery date and I haven't received any contact from Virgin regarding the delivery status of the order.
The only received contacts are
1) my order reference when I ordered and
2) the email regarding pre-contract documents.

As the pre-contract documents do not include the customer account number and customer reference number, it is not able to register Virgin Media and track the status of my order.

I'm not sure if you will contact me regarding the delivery and when I should wait at home until the delivery.


Please let me sort this out as its been nearly a week since I registered. 


Forum Team
Forum Team

Hi @yukum19 

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

I am sorry to hear that you haven’t received full details of 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