Order placed but not received welcome email or delivery information

[ALW_94]

I placed an order online on the 31/07/2022 for delivery on the 13/08/2022 (day after we moved into our new house) but only received my pre-contract information, no welcome email or delivery information received. 

I can't sign into My Virgin as it states the email address I used to place the order is invalid and I don't have an account number or area reference number. Latest email is from the web team confirming the summary of my order.

Have tried calling but can't get through to speak to a human as I don't have an account number, and web chat just tells me to call or puts me in a queue never putting me through to an agent.

Any help would be greatly appreciated, new customer and with no internet I'm struggling to fulfill my job working from home.

[Matthew_ML]

Hey ALW_94, thank you for reaching out and a warm welcome to the community, I am sorry to see you have got no paperwork from us.

I would like to look into this, I am going to send you a PM.

Please look out for the paperwork. Thanks 

[Emay2669]

Hi, I am also currently experiencing the same problem. Any help would be appreciated!

[Garthy2022]

Hello

I had the same issue, however I received contracts and welcome letter in the post yesterday.

Was dated 16th Aug, so Im guessing its been delayed by the RM Strikes

[Zach_R]

Hi @Emay2669,

Thank you for your post and welcome to our community forums. We're here to help.

I can see that you've posted another thread about this where one of my colleagues has already responded to you. We'll continue to assist you from there with this going forward.

Thanks,
 

[Zach_R]

Hi @Garthy2022,

Thank you for your post and welcome to our community forums. We're here to help.
 

I am very sorry to hear that you also had an issue with this, but I'm glad to hear that you've since been able to reach a resolution. Please do let us know if there's anything more that we can assist you with.

Thanks,
 

[stanleygreen]

Hello!

New customer here and I'm having the exact same problem and getting desperate as this will interrupt our work if we don't get our wifi set-up.

-received my pre-contract information and order summary, no welcome email or delivery information received. 

- can't sign in anywhere as the email address I used to sign-up isnt recognised and I don't have an account number or area reference number yet. Latest email is an order summary.

-I can't get through to any support teams chat bots arent accepting new messages and can't phone without an account number

please help!

Thanks,

Stanley

[Paul_DN]

Hi Stanley,

Thank you for reaching out to us in our community, sorry to hear you haven't received a welcome Email or any delivery information, did you receive an email asking for you to agree with the terms and the package, the order won't go ahead until you have agreed?

Regards

Paul.

[alexhobin02]

Hi, Im having the exact same problem. Ordered was scheduled for the 26th but we have had no contact since ordering. Would really appreciate if you could help us out with this. 

Thank you in advance. 

Kind Regards, 

Alex Hobin

[David_Bn]

Thanks for your post on our Community Forums @alexhobin02, and a very warm welcome to you!

Sorry to hear of the lack of welcome E-Mail.

Check out the purple envelope in the top right hand corner for a private message from me, and I'll be able to issue you a copy of the contract you've signed up for to help sign up for a self-care account, once data protection has been passed with me.

Kindest regards,

David_Bn