on 14-07-2022 16:42
Got my "pre contract" documents in email last week. Today I rang Virgin, pre contract team to schedule an engineer. They could not help me as I had no account number. But I received no other emails, no letters. Will I get one or will my order not arrive? It matters to me to be connected at specific date and am worried broadband box will never arrive now.
on 14-07-2022 16:49
Thank 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.
on 14-07-2022 16:50
on 17-07-2022 10:01
Hey there @kjones2, thanks for reaching out to us.
Did you receive a confirmation email of the order itself?
If so did it mention on there the contract terms, i.e. date / price / services?
Did you receive an order confirmation reference?
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on 17-07-2022 10:03
Hi @Ilyas_Y ,
The issue was an active account already at the property. We are working to resolve this and hope to have this settle pretty soon.
on 18-07-2022 19:49
Yes, thank you.
I spoke to someone on Friday morning, but nobody updated me since.
How long will this take? Is it going to be few days or more like weeks?
I just need an active internet once I move to a new address, hence if sorting this will take long I will have to sign contract with other provider.
on 18-07-2022 20:01
on 18-07-2022 20:04
Hi @kjones2 ,
I have chased this one today for you, it shouldn’t be much longer.
thank you again for your patience.
on 02-08-2022 07:02
Hello. How can I get any update on previous account closure, if it is actually happening, as it's been nearly 3 weeks already since I contacted virgin but had no updates? Account is still coming up as active at that address. What number can I ring, as "pre contract" team seemed absolutely clueless.
on 02-08-2022 08:27
Hi @kjones2 ,
Thank you again for reaching out to us here. The team have tried to call you several times to help but have been unable to reach you. I will contact you again by private message to support further .