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Pre Contract

Joining in

I've received some pre-contract documents in my Email. I agreed with the terms, services, and prices. So I tried to approve them with the surname as it asked. This didn't work so I took a look at the forums and found out it required me to enter my full name.

It was then approved, all good right? I went to see my orders 24 hours later as it said on the website and I can't find my order. I've also not received any further emails such as a welcome email or anything to say I may book an appointment for an engineer to drop in or anything.

What now?



Forum Team
Forum Team

Hi @ninjabaddy786 


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

Please accept our apologies for 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 I will send you a private message.

Thank you


Here to help! I'm an install manager helping out whilst working from home. Find out more

Joining in

I had to call the virgin customer service team as requested by a person on the forum helping me out with a pre-contract document bug. However, these people on the customer service team keep ending the call on me? The customer service I'm getting is horrible... literally, I'm stuck now. Shocking tbh is there a way I can make a complaint.

Hi ninjabaddy786, 


Thank you for your post and welcome to the forums. 


I am sorry to hear of the experiences you've had here and that you wasn't able to get further assistance on the forums with this. As I can see you've made an attempt multiple times to speak with the team I will pop you over a private message to look into what's happened for you.