New customer, no account number
I have just signed up as a new customer for a broadband and to package that is arriving on Tuesday 17th December. I thought I'd best check up on the order status by making an account but seem to be having a couple of issues. I have received contract confirmation email (with two attachments). I am now trying to sign up for an online My Virgin Media account but cannot do so as I do not have an Account Number or Customer Area Reference as I never received any welcome email or information. Does anyone know how I am able to obtain these two pieces of information in order for me to set up my online account, please?No Account Number or Welcome Email
Hello. I recently took out an order on Monday to join virgin media services. This was all done over the phone and I was not asked to provide an email address. As a result I have not received a welcome email and obviously don't have my first bill yet which means I don't know my account number / details. I want to track where my kit is as it is supposed to be delivered today but I have not received any texts to confirm this! Without knowing my account number I'm unable to call for help or even set up an online account or the app to check where my order is. Very frustrating and any help would be much appriciated. Thank you.
Cheerio @blueyonder
That's me out. I'm giving up my @blueyonder email address after 3 decades. I have been very loyal to telewest and virgin media, bypassing competion offers year after year but, enough is enough. Price hike in April takes my bill to £190 per month in May. I can get the same package + free Disney and Netflix included for 57% less. When are VM going to realise that the card up their sleeve is their product. They would have everybody onboard if they benchmarked a package that was the same for new and existing customers. Everybody would be happy. Yes I had a discount when I joined benefitted for 2 years but since then, it's been the worry of changing that's kept me as a customer.New Customer - No Account Number or Area Reference
I have just signed up as a new customer for a broadband-only package that was meant to arrive yesterday (17th Nov). I thought I'd best check up on the order status by making an account but seem to be having a couple of issues. I have received an order confirmation email and an order documents email (with two attachments). I am now trying to sign up for an online My Virgin Media account but cannot do so as I do not have an Account Number or Customer Area Reference. I can see there is space for these two numbers on my Contract Information Sheet but the fields are blank. Does anyone know how I am able to obtain these two pieces of information in order for me to set up my online account, please?Delayed installation with little to no information
Unfortunately from looking through the community posts, poor installation experiences are common. I placed an order for Virgin 1 Gig broadband and phone on 5 January 2025. We live on small cul-de-sac road that already has Virgin Media and were given an install date of 8 January 2025. The installation engineer arrived late in the evening and giving credit where its due, he was brilliant, spending a lot of time looking, but ultimately could not find the Virgin cable to our house. A pre-install site survey was booked for 10 January 2025. With the daylight the pre-install person found the loose cable for our house. A new installation date was booked for 13 January 2025. Another installation engineering arrived to complete the install, but said that there was a fault with the cable and he could not complete the install. We have subsequently had a rolling preinstall date which keeps moving to the following day and have been given three new installation dates: 29 January, 11 February and now 25 February. A family member works for the local council and no works requests have been raised. What is most ludicrous about this and absolutely unacceptable from a business and customer service perspective is the lack of information or the apparent inability of anyone to answer three very basic and simple questions: What actually needs to be done? When will it be done? What is causing the ongoing delays?Pre-installation troubles
Hi, I've been told to post here as I've had no luck with getting support via live chat, email or telephone. I recently moved house within the same VM area and wanted to take my services with me, I completed the relevant forms and had my install date booked for the 5th of February. On the 24th of January I received a call from a VM technician informing me that all of the outside cabling work had been completed and everything was ready for the install on the 5th of February. On the 4th of Feb, I got an email saying my install had been pushed back to the 21st of Feb because more outside work needed completing. I called the pre-install team and they told me that the pre-pull had not been marked as completed on their system, yet when I look outside I have the Virgin Media box on my wall and the cable runs into the street socket. Despite telling the movers, pre-install, back-end and complaints department this, they are unable to mark this as complete without a site survey visit. On the 4th of February I was told that a site survey was booked in for the next day (5th Feb) nobody turned up, I called again and was assured that someone would be there the next day between 8am and 1pm. Again nobody turns up to either my property or the street cabinet which sits directly opposite my property. This dance of me calling, just to be told that someone would be visiting the property repeated basically every business day until on the 8th of February I was assured that an escalation had been raised and someone would be required to visit the property on Monday the 10th and I would receive a call regardless to see if someone did turn up. Again nobody did, and I didn't receive a call either. I called VM and was told that it was cancelled due to "business reasons" and after a lengthy call with complaints I was assured that a site survey engineer would visit the property today on the 12th and that this time it would not be rescheduled or cancelled because it was a booking created by the complaints team. Again nobody showed up. I have spoken to every department possible and yet nobody seems to be able to give me a written confirmation of a work order appointment nor actually get someone to visit my property and so this is my last hope. I have taken photos of the outside work which has been completed and am happy to attach them in a comment or via DM if that helps. Any advice or help is much appreciated. Thanks in advanceIssue with kit getting delivered through yodel
I am a new customer to VM and was due to receive my parcel yesterday 04/02/2025. Had a delivery window, could see on the tracking that the parcel was literally 3 stops away… the tracking changed “we need more info about your address, please contact us” it turned out after talking to yodel that “the driver couldn’t find my address on the sat-nav” so the delivery wasn’t successful and I still haven’t received my parcel. I don’t live at a new build and if you enter my postcode and door number into a mapping app then the address does come up, so i don’t understand what the issue is. Yodel just kept telling me that my parcel would arrive today and to be patient… it didn’t arrive today and now my parcel is back at my local depot. Help
Broadband Help Needed
Hi, I ordered a no-contract broadband today and the money has left my account, however, I haven't received any email confirming my order, no customer number etc.. When I ring customer support, they ask for a customer number which I don't have because I haven't been sent anything. Can anybody help me?
