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No welcome email or account number

Joining in


I placed a collection order for broadband on 23/11/2022. My contract summary sheet doesn't have my account number or area reference so I can't sign up for My Virgin Media to track my package. I haven't received an SMS from the courier either.



Fibre optic

You will receive a tracking number once your eq has been dispatched. You will eventually receive an email with an estimate of your first bill and that will have all the information you need. eq usually gets dispatched day before if u have done a click and collect you will receive notification once it’s at the store.

The final day for collection is tomorrow and it still hasn't been dispatched. I have no way to track it.

Hey Ckelly14,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your broadband order, I would be happy to take a further look into this for you but would need to take a few details to pass account security. I'll send over a private message now to get started.

Kind Regards,


Thanks for letting us know that this has now been resolved for you. 

Kind Regards,