Router not delivered!!

[EliFer]

Hello, 

A friend has purchased a router for a self installation. Delivery date was set on the 10th of April, but nothing has arrived. 

This is incredibly frustrating as he works from home. 

Please advice. 

Thanks

[Client62]

Is there tracking info to show a package was dispatched ?

I suspect he works from home via BT Internet or similar,
do not cancel that until the VM service has been installed and working for a few weeks to a month.

[EliFer]

Nothing, he just has an order reference and after that radio silence. 

He tried to call the pre installation and delivery team, no response. 

He uses his own phone as hotspot, but the order has been 10 days ago, which is a bit ridiculous. 

[Client62]

Experience suggest make no assumptions about the lead time to go live.  
A snag with the cable can result in significant delays.

[Ilyas_Y]

Hey there @EliFer Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm so sorry to hear about the issues with the router not being delivered. 😢
Are you able to confirm which hub it is you have been offered by the team?

Let us know and we can go on from there.

Kind regards,
Ilyas.