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No starter pack, no account number

Joining in


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????


Hi @blacha63 

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