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andreweverard
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Vanishing order

Arranged an upgrade and booked an engineer appointment, but Virgin now has no record of order or appointment, even though I have order number, etc.

How can I actually talk to someone about this, rather than going round in circles on the website 'help' sections?

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John_GS
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Re: Vanishing order

Hi andreweverard

 

Thanks for posting and my apologies for the delayed reply. 

 

I've managed to locate an account for you under the forum details provided. When you say you placed a new order, did you mean you've placed a new order for all three services for the same address which would take the place of the existing account? If so, this will be why it's not happened. As you'll need to give disconnection notice on the current account which is 30 days, then leave it three months before re-joining as a new customer. 

 

If the above is completely wrong or you've done something else, please let me know and I'll be more than happy to assist further.

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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andreweverard
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Re: Vanishing order

No, it was an upgrade order.

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John_GS
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Re: Vanishing order

Thanks for coming back to me. Can you expand on this for me?

 

Kind regards,

John_GS
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andreweverard
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Re: Vanishing order

Ordered online an upgrade to 200Mb service, and requested an engineer installation, but on day before the date we were told the visit was due we'd heard nothing, so called and were told neither order not appointment existed.

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John_GS
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Re: Vanishing order

I'll PM you now as this needs further checks

 

Kind regards,

 

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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