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

Smudgycrane
Joining in

on ‎29-12-2023 16:36

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.

 

 
 
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5 REPLIES 5

VM-Jon
Problem sorter

on ‎29-12-2023 16:38

Hi @Smudgycrane ,

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

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Grphonite
Joining in
In response to VM-Jon

on ‎30-12-2023 16:43

This EXACT same situation has happened to me too, can you assist?

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Vikki_M
Forum Team
Forum Team
In response to Grphonite

on ‎02-01-2024 12:04

Hi Grphonite

Thank you for your post and welcome to our community.

I am sorry to hear you haven't received your order.

I will send you a private message now so we can look into this.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

Vikki - Forum Team


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


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Crumbs1
Joining in
In response to VM-Jon

on ‎14-01-2024 22:56

Hi, I am having this exact issue. Have put in an offer for a broadband plan and received gmt pre contract documents, however have not had any updates from Virgin or a courier about delivery of my self installation kit. Would you be to assist?

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VM-Jon
Problem sorter
In response to Crumbs1

on ‎15-01-2024 05:56

Hi @Crumbs1 

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

Jon

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