No starter pack, no account number

[Alencarr]

Hello,

Two weeks ago I ordered a self-install pack to be delivered on the 15th November for when I moved into the new flat. Unfortunately, I never got a confirmation from Yodel, and the starter park never arrived.

I tried getting in touch with customer service but since I'm a new customer and didn't have the account number on any of the documents I got, it seems impossible to get through!

Now, I'm in the new flat with no broadband, no router and no account number for the service I ordered well in advance. As a new customer, I wonder if this is NORMAL practice for Virgin? I don't see what could be a possible excuse for not delivering on the requested day when it's been booked two weeks earlier and why I can't get in touch with anyone without the account number which was not provided to me in the first place????

[VM-Jon]

Hi @Alencarr 

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

Jon

[Jo290683]

I'm in the same situation supposed to receive my starter pack today and has not arrived 

[VM-Jon]

Hi @Jo290683 

Thank you for reaching out to us here, 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

Jon

[Jo290683]

Ok 

[Jo290683]

It won't let me reply to private message 

[HarryP13]

Hi, I am also in similar situation

[VM-Jon]

Hi @HarryP13 ,

I am more than happy to take a look at this for you, i will send you a private message for the detail.

Thank you

[Abi1990]

I am also in the same situation. I already posted in my community space. Please look into the matter

[blacha63]

I have same problem any1 can help?