Menu
Reply
  • 48
  • 0
  • 2
rifleman
On our wavelength
293 Views
Message 1 of 6
Flag for a moderator

Hub 3 Delivery

Hi Guys  Dont really know if this is the right place to post this but need some help. My 81 Year old Mother has received  a letter from Virgin informing her that she had to replace her current kit for a new Hub 3 by the end of April or her broadband would stop working. This has caused her some distress as being on her own it is her only real contact with the outside world. Whilst I understand that an upgrade is necessary the tone of the letter ,rightly or wrongly , is upsetting her. Anyway she contacted Virgin and arranged for a new hub to be delivered. This was a miracle in itself as she is partially deaf and partially blind and I usually have to make calls for her. I received a text to confirm that delivery would be between 8 and 9 on Sat 12th March. I did phone in the morning as I was unsure as to whether this was correct and was told that it was between  8am to 9pm. I really do not like Mum opening the door at that time of night but had no choice. The Hub was not delivered  so I called this morning to find out what happened. I have been told that courier does not operate on Sundays . I was then asked to call again on Monday to chase it or offered Yodels number to chase it myself. As I am working that is not an option . My question is should it be up to us to chase this delivery ?   Surely it is Virgins responsibility to liaise with their own courier to ensure that the kit is delivered. My Mum is really stressed about this and I dont think it is right that she should be.

Derek 


Helpful Answers
  • 10.82K
  • 308
  • 631
Forum Team
Forum Team
474 Views
Message 2 of 6
Flag for a moderator
Helpful Answer

Re: Hub 3 Delivery

Hi Derek,

 

Thanks for taking the time to post on the community.

 

Apologies for the stress this is causing your mother and for the late delivery of the new router.

 

I can imagine how frustrating this must be and would like to help further. I've sent you a Private Message with some details for you to confirm please. Once you have replied I can look into this for you.

 

Look forward to hearing from you 

Sam


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply

All Replies
  • 10.82K
  • 308
  • 631
Forum Team
Forum Team
475 Views
Message 2 of 6
Flag for a moderator
Helpful Answer

Re: Hub 3 Delivery

Hi Derek,

 

Thanks for taking the time to post on the community.

 

Apologies for the stress this is causing your mother and for the late delivery of the new router.

 

I can imagine how frustrating this must be and would like to help further. I've sent you a Private Message with some details for you to confirm please. Once you have replied I can look into this for you.

 

Look forward to hearing from you 

Sam


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 3
  • 0
  • 0
peteharman
Joining in
206 Views
Message 3 of 6
Flag for a moderator

Re: Hub 3 Delivery

Hi,  Just seen a page on the Virgin site that said that the Hub 2 would cease to function after 30th April, yet I've been asking for an upgrade to a super hub 3 for a few months now and been refused.  When I put my details into the page, it said it couldn't find me - and I've been and NTL/Virgin customer for nearly 20 years!  What's going on?

0 Kudos
Reply
  • 10K
  • 294
  • 625
Forum Team
Forum Team
159 Views
Message 4 of 6
Flag for a moderator

Re: Hub 3 Delivery

Hello peteharman,

Thanks for joining the community Smiley Happy

Sorry to hear you're having difficulties upgrading your equipment. Please drop me a PM confirming your name and address, so I can arrange a replacement for you.

Thanks for your patience,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply
  • 11
  • 0
  • 0
davef1uk
Joining in
60 Views
Message 5 of 6
Flag for a moderator

Re: Hub 3 Delivery

Hello

I have just received my new hub 3 which was delivered to a neighbour some 10 doors down from me... I am shocked if  virgins delivery standards tell their couriers ( Yodel in this case ) to leave it anywhere you like..

As many of us sadly have experienced, we do not all get on with our neighbours and leaving it with someone that IS NOT authorised is very bad business and unprofessional

I find is interesting, on the card left by Yodel, it says " The sender has requested "  should this not be "The customer has requested" ?

Todays age of internet theft and security issues, items being stolen by false addresses and so on.... is it wise to have an item delivered to an address 1) i don't live at 2) I never asked it to be 3) I was not even given let alone asked to be left at an alternate address. 

Shocking really....

I am going to contact Yodel, but i thought i would give Virgin a chance to reply..

This is not the first time this has happened, but usually when i phone the couriers they ALWAYS SAY,  "you need to speak with the sender, as the have given us instruction to leave at any neighbour or safe place "

 

Safe place?? Interesting... i would assume a safe place would be with someone you know not a stranger or someone place safe as MY HOUSE...  

 

sorry ... i am just very frustrated with the sloppy delivery methods used and i imagine I'm not the only one.

Get free weekends calls with VM charged at £24 Smiley Happy
0 Kudos
Reply
  • 10K
  • 294
  • 625
Forum Team
Forum Team
43 Views
Message 6 of 6
Flag for a moderator

Re: Hub 3 Delivery

Hello davef1uk,

Thanks for getting in touch Smiley Happy

Sorry to hear that you're not happy with your delivery, I understand where you're coming from. Thanks for the feedback, I'll ensure it reaches the relevant department.

How are you getting on with the Hub now it's up and running?

Catch you soon,

Take care.  

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply