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No welcome email

Joining in

Hi, I had my service installed on the 18th, and the internet is working fine, but I haven't received any welcome email or contract details, and when I try to sign up for a My Virgin Media account it asks for my account number and area reference, neither of which I have.

I called asking for it to be given to me, and was told a letter would be sent to me; it's now the 23rd and the letter still hasn't arrived.

Is there anything that can be done to help me in the meantime with this matter?


Forum Team
Forum Team

Hi TaiGambol,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear you haven't received any documents containing your Account Number and Area Reference. Sometimes the Welcome Email and any contract details can pop into your Junk/Spam Folder - have you checked there as well?

It can take up to 5-7 working days for this letter to be received, but at present, due to industrial action with the postal service, this may be delayed further. Have you received the letter since your post on Tuesday?

We're not able to provide these details over the Forums, and can only re-issue a letter if the first one hasn't been received.

Reece - Forum Team

New around here? To find out more about the Community check out our FAQ

It hasn't arrived yet, no. I checked my spam folder and there was nothing there. There's no way to re-send the Welcome Email, at least?

Thanks for confirming and checking this @TaiGambol

I have resent documentation, please do let us know if you have received this in the next few days and if not, we'll investigate further for you. 

Here to help 🙂
Virgin Media Forums Agent