Showing results for 
Search instead for 
Did you mean: 

No Account Number or Tracking Details

Joining in

I ordered a set-up kit to be delivered to my new home on 03/07/2022 (dd/mm/yyyy). It hasn't been delivered yet, and I've received no tracking information or even a confirmation from the courier.

The contract information sheet I was given has no account number, so I can't contact Virgin over the phone: 

Screenshot_20220709-175837_Drive~2.jpgI would like to speak to someone about my package and about downgrading my package. Can someone help?


Forum Team
Forum Team

Hi @6alIRYgs2X 

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

please accept our apologies for the difficulties you are having, 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

Forum Team
Forum Team

Hello 6alIRYgs2X.

Thanks for your post.

Sorry to hear you were chasing the kit.

Can I just ask if this has been received now and did @VM-Jon mange to track this down?

I am here if you still need assistance.


I did manage to resolve my problem, thank you. The arranged follow up call didn't happen so I called the sales team this afternoon to cancel my old order and put in a new one — everything seems to be going fine now.