Order placed but not received welcome email or delivery information

[BH_1]

Hello,

I placed an order online for a Fiber Broadband on 22/2/2024 and selected 1/3/2024 for the engineer install date. I only received my pre-contract documents and order summary (saying "We’ll send confirmation of your technician installation date soon"), but no welcome email or delivery information received. I tried calling the customer service multiple times but since I don't know/have my account number, it was not possible to get any help. How can I know the status of my contract and most importantly when will I receive the confirmation of the installation date? 

Any help would be greatly appreciated.

[VM-Jon · Accepted solution]

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

I am sorry to hear that of the difficulties you are having , 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 please check out the little envelope icon in the top right hand corner of your screen for a private message from me

Thank you

Jon

[Dec2]

Hello, I have the same problem hopefully you can help me out and send me the welcome email aswell.

[VM-Jon]

HI @Dec2 

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 please check out the little envelope icon in the top right hand corner of your screen for a private message from me

Thank you

Jon

[willthorp98]

Hello, I am having the same problem, could you please help me?

[VM-Jon]

Hi @willthorp98 

Of course, i will send you a private message and pick this up for you.

[JS94]

Hi,

I also haven’t received a welcome email with my account details so I can’t create a login 

Thanks

[Zach_R]

Hi @JS94,

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

I'm sorry to hear you've not received a welcome email. This should be sent shortly after sign up and may land in your junk/spam so be sure to check there. If you've had any monthly bills so far then these will also have the details you need to create a My Virgin Media online account.

If you've received neither of these and/or still need further assistance, please respond to the private message that I'll be sending to you shortly and we can proceed from there.

Thanks,
 

[JS94]

Hi,

I didn't receive a welcome email but I have now received my first bill which contained the info and I was able to create an account.

Thanks

[Beth_G]

Hi JS94,

Pleased to hear that, thanks for letting us know and updating the thread.

If you need any further help, don't hesitate to get back in touch 😊