I just switched to Virgin from Sky.

What is proving a nightmare with them is receiving a copy of my contract and also my account number which i need in order to do anything (register online etc)

I have called them a total of 6 times about this issue and each time they say they will email it to me or send it to me in the post.

I have received no emails and no letters at all from them,

yet on the phone they insist multiple letters and emails have been sent out.

I have confirmed they have the correct email and address over and over

yet i still do not have a copy of contract or any email correspondence.

They say they can't give it out over the phone

yet no emails or letters are arriving despite them constantly saying they have been sent out.

Other letters have come through such as the confirmation of direct debt so it's clear they do have the right address.

Any idea what to do here?

I just can't believe it can be this difficult to get a damn account number and copy of contract off them. It's driving me mad

How did you sign up for the service alpo?

Regards

Andy

Hi Andy,

It has just been installed in my area over the last 2 months.

I was planning on switching anyway because of countless unresolved issues with Sky

but a guy from Virgin knocked on my door

and i did the sign up process with him at the door as did a few of the other neighbours.

He gave me a copy of the agreement and installation date, etc,

but the agreement doesn't have an account number on.

Only other correspondence i have from them is texts confirming installation and letter about direct debit details.

Also the minute the guy had finished installing it all i had an email straight through saying "congratulations your services are up and running"

so these other emails and letters are arriving no problem and yet when i continually request my account number and contract details they are saying they have been sent yet there is nothing coming through.

Have you signed up for the full bundle...TV BB Phone ?

Also the minute the guy had finished installing it all i had an email straight through saying "congratulations your services are up and running" so these other emails and letters are arriving no problem and yet when i continually request my account number and contract details they are saying they have been sent yet there is nothing coming through.

Strange...and no account number on the Email?

What happens after I've ordered my Virgin Media services?

Within two working days you will receive a Welcome Pack with confirmation of your installation date. You'll also receive your contract either by email or by post to check and sign.

https://help.virginmedia.com/system/templates/selfservice/vm/help/customer/locale/en-GB/portal/200300000001000/article/HELP-2383/Getting-Broadband-TV-and-Phone-installed

Yep, full bundle.

No i have not received any welcome pack or contract.

They texted the installation date confirmation.

There is no account number on the email, it's literally just a generic

'Hi, your services are up and running' type of thing.

I have had no other emails, bills, welcome email, etc whatsoever from them.

The letter i have about the direct debit also doesn't contain an account number.

I'm guessing i have to wait for a first bill or something to get it but it doesn't explain why they keep telling me they have sent letters yet i don't receive anything.

Im sure their first Bill will arrive safely

From Virgin

From Virgin

 

I'm guessing i have to wait for a first bill or something to get it but it doesn't explain why they keep telling me they have sent letters yet i don't receive anything.

I have had problems in the past receiving emails from parts of Virgin. According to tech support for my email, it is because Virgin have a poorly configured server and so the anti-spam settings at my end result in their emails being silently dropped.

You could try setting up an email account with Google and get Virgin to resend everything to that address. Googlemail can be set up to automatically forward everything to another email if you want to avoid having to log in to their service.

From Virgin

 

https://twitter.com/virginmedia/status/867372491521622021?cn=cmVwbHk%3D&refsrc=email

Last requested it yesterday afternoon. I have made 5 phone calls before that to Virgin all about the same issue. On each call they state an email or letter will be sent yet nothing arrives. Been ongoing for nearly a month now since i signed up.

I have had problems in the past receiving emails from parts of Virgin. According to tech support for my email, it is because Virgin have a poorly configured server and so the anti-spam settings at my end result in their emails being silently dropped.

 

You could try setting up an email account with Google and get Virgin to resend everything to that address. Googlemail can be set up to automatically forward everything to another email if you want to avoid having to log in to their service.

My current email address is a gmail one that they say these emails are being sent to. I have looked in the spam folder etc there is nothing there. On the follow up phone calls they don't even address why the letters and emails they claimed to have sent haven't arrived it's just a case of "we'll send it out to you".

I wait, nothing arrives, and it goes full circle again. So annoying. Never had this problem before with Sky if i requested something it always came promptly. All i want is my bloody account number! lol

Yesterday when i called she even gave me a specific time they would "try" to send the email through. "look out for that email at 1:15pm". Of course at 1:15pm and for the rest of the day nothing from Virgin arrives, yet all other emails come through with no issue.

Have you been given a username and area number ?

Im a little confused as to why you are desperate to get the contract and account number given you have only just become a customer ?

Is it simply to register on line and use the on line facilities ..Virgin TV Anywhere etc ?

Andy

Have you been given a username and area number ?

 

Im a little confused as to why you are desperate to get the contract and account number given you have only just become a customer ?

 

Is it simply to register on line and use the on line facilities ..Virgin TV Anywhere etc ?

 

Andy

Yes to register online so i can see a breakdown of bills and stuff. Also my phone line is not working when they installed it they said there is a problem with the phone and everytime i phone in they ask me for my account number. So it's easier just to answer with the account number instead of multiple other security questions which gets tiresome over and over.

I haven't been given a username or area number. I have no idea what my landline number is. My phone isn't even connected up and everytime i ring they say something different "someone will call back", "we will send an engineer" and each time it's nothing.

Then they look on the system and say "there's been no notes left about your phone", yet the guy who installed it told me himself there is a problem and he can't activate it yet. As i am paying for phone as part of the package i would like an active phoneline or at least some info as to what's happening with them fixing it.

The contract i would like it for my own security and so i know exactly what i have signed up for. I have never signed up for anything before and not received any kind of introduction and information as to exactly what i have signed up for.

Thanks now I understand the urgency ..because of the Phone problem...with regards to registering online there will probably not be any bills to view as yet.

I would assume the engineer has informed Virgin there is an activation problem with the line and that may be connected to Sky and transferring your number ?

As for where your welcome pack and account number is...Im afraid I cant offer any advice.

Looking at the Tweet above that Bankfodder posted..are you able to use Twitter and contact this Alex ?

Thanks now I understand the urgency ..because of the Phone problem...with regards to registering online there will probably not be any bills to view as yet.

 

I would assume the engineer has informed Virgin there is an activation problem with the line and that may be connected to Sky and transferring your number ?

 

As for where your welcome pack and account number is...Im afraid I cant offer any advice.

 

Looking at the Tweet above that Bankfodder posted..are you able to use Twitter and contact this Alex ?

I'm not on Twitter but i was thinking about contacting them on livechat though rather than keep calling them as i don't seem to be getting anywhere with either issue over the phone.

With regards to the engineer i called them after he left and they said he hadn't left any notes on the system about the phone. He told me it was a problem with the grey cable box outside and that he would have to get a service-engineer out. Now they have said they'll send an engineer out to my house on 1st June even though the guy told me it was the grey box outside that was the issue and they don't even need to come out to the house.

I also assumed the problem is the transferring from Sky. My Sky line and broadband is still active as i have another week or so left on it before they end the services so i don't know if it's related to that.

I have found Livechat very effective..if they cant resolve they will ring you...hopefully on your mobile