No confirmation of order but got a gone away form email

[Emilyarcher123]

Hi ordered a virgin media box that is supposed to arrive today but instead of receiving a confirmation email I got an email about a gone away from. I’ve just moved into a new place and I really need my internet sorted out asap. Should I still expect my delivery? I arranged a day off to be at home to receive it. 

[VM-Jon]

Hi @Emilyarcher123 

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

A gone away form generally indicates that there is already an active account at the property. We would need to confirm with the existing account holder that they no longer require services before we can set up a new customer.  I would like to take a look at this for you and see what I can do to help speed things along . In order to do so I will need a little bit more detail so I will send you a private message.

Thank you

Jon

[em_steve]

I have the exact same problem. 

I set up an account for broadband over the weekend to start when I move into my new home, all seemed well but I never received a confirmation of delivery, instead this morning I got a 5 second call from virgin and then an email came through about a gone-away form. Now I'm concerned I won't be able to start the contract so any clarity on the situation would be great. 

[VM-Jon]

Hi @em_steve 

I am more than happy to take a look at this also for you and see what I can do to help. I will send you a private message for a little bit more detail.

Thank you