Forum Discussion

FHDur's avatar
FHDur
Joining in
2 years ago
Solved

Order placed but no confirmation

Hi,

I placed an order on 14th August for a broadband QuickStart installation kit and confirmed all pre-contract documents,  added direct debit. Then I received emails with the pre-contract documents and said there will be further emails to confirm the contract and delivery date. But I haven't received any further confirmation emails so far. The order was supposed to be arrived yesterday 17th August.

Could you please help to check the order status? I would be happy to provide order details privately.

Many thanks. 

  • VM-Jon's avatar
    VM-Jon
    2 years ago

    Hi FHDur 

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

    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

    Jon

17 Replies

  • VM-Jon's avatar
    VM-Jon
    Problem sorter
    2 years ago

    Hi FHDur 

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

    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

    Jon

    • Anonymous's avatar
      Anonymous
      2 years ago

      Hi, I too have placed an order for 1 gb  broadband an upgrade from the M250 i had. Received a contract and order email and thats where it has stopped. Are they swamped with orders, are they overwhelmed with black friday? Would be nice to know the status of the order or do i just forget about it.

      • Anonymous's avatar
        Anonymous
        2 years ago

        Virgin are hopeless. Do they really have any idea what they are doing? For a long time this company have simply not performed and as for customer service well, it's about time the regulators shut the incompetents down.

        When things go wrong, which seems just about everything Virgin are involved in then the sheer hassle of trying to get it sorted is nigh impossible.

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    2 years ago

    Hi FHDur thanks for reaching out.

    As I cannot tell if you've responded to my colleague, I am going to send you a private message. Please do keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

    • FHDur's avatar
      FHDur
      Joining in
      2 years ago

      Hi Lee_R,

      Thanks for following up. Yes I have communicated with Jon and the issue has been sorted.

      Many thanks.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for coming back to us FHDur and I'm glad that you have been able to get your issues resolved.

        Please let us know if you have any further issues.

        Kind Regards,

        Steven_L

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        Hi Mccrory92 👋

        Thanks for posting, and welcome to the Community Forums.

        I'm sorry to hear you're also experiencing a similar issue. I'll send you a private message now, so we can look into this further. Please look out for it in the top-right, white envelope or by tapping your profile picture then "Messages.

        Thanks,

  • Hayley9416's avatar
    Hayley9416
    Joining in
    2 years ago

    The same has happened to me was meant to get broadband box today and had all the pre contract documents and I haven’t received an email after I moved in today and have no Wi-Fi! Can someone please help cant track order or ring up as they keep asking for account number which I do not have!!

    • VM-Jon's avatar
      VM-Jon
      Problem sorter
      2 years ago

      Hi Hayley9416 

      welcome to the community, please accept my apologies for the difficulty you are having. Of course we are more than happy to look into this for you, I will send you a private message for some more details. 
      thank you

      Jon

    • VM-Jon's avatar
      VM-Jon
      Problem sorter
      2 years ago

      Hi aslanshirazian 

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

      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

      Jon

  • Solitarju's avatar
    Solitarju
    Joining in
    2 years ago

    Hi, I am also having this issue.

    I ordered a self-installation kit on the 29th, was supposed to come on the 4th but received no email or confirmation about delivery date. Have heard nothing since, would be appreciated if someone could have a look into this for me.

     

     

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hey Solitarju,

      Welcome to the community and thanks for taking the time to post here on the forums.
      I’m sorry to hear of the issues that you’re having with your account at the moment, I can see that you have spoken to the team since you last posted and have been able to arrange a new delivery date for your equipment, is that correct from your side also?

      Kind Regards,

      Steven_L

  • Jackmac96's avatar
    Jackmac96
    Joining in
    2 years ago

    My install day is today but I haven't received my confirmation email. Thank you