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Julezy's avatar
Julezy
Joining in
11 days ago

Appalled at Virgin’s Service – New Customer Left Without TV for a Month (and counting)

I’m a brand new customer and already regretting signing up. I ordered a broadband and TV package over a month ago and still haven’t received the TV streaming puck and remote.

Despite nine (yes, nine!) calls to customer service each lasting around an hour – I’m no closer to a resolution. Every time I call, I get conflicting information. Most recently, I was told Yodel has the package and I need to collect it… from a depot 25 miles away! This is completely unacceptable.

I’m paying for a TV service I haven’t received, and no one seems able to fix this. Why can’t Virgin simply send me a new puck and controller? Or send a technician to deliver it? This is clearly their error, and yet I’m the one chasing it endlessly, getting nowhere, and being misled in the process.

I’ve never experienced such poor customer service. I genuinely wish I’d stayed with Sky this has been a frustrating, time-wasting, and disappointing start with Virgin.

Please someone at Virgin take ownership and sort this out.

 

2 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    11 days ago

    Hi Julezy, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've not received your TV box and remote yet. If these have been sent out, we wouldn't be able to order replacements until the original equipment has been returned to us. 
    Yodel will usually attempt to deliver 3 times before sending this back to us. Do you have the tracking information? If so, it would be best to contact Yodel directly to arrange the re-delivery for you. 

    Keep us posted on how you get on. 

  • Julezy's avatar
    Julezy
    Joining in
    10 days ago

    I was at home the entire day I was promised delivery, and Yodel never showed up. So if Yodel never delivered (and assuming Virgin did actually send the item after several promises and no communication from Yodel) are you seriously saying the customer just has to wait, pay for a service they’re not receiving, and rely on a notoriously poor courier to return the goods?

    Yodel is now telling me they need additional information from the sender. Virgin is telling me I have to go to the Yodel depot myself. How is that even remotely acceptable as a new customer experience?

    How does Virgin think this is OK? I’ve spent day after day on the phone, repeating the same story, listening to the same scripted apologies and empty promises - and still, nothing has been resolved.

    This has honestly been the worst and most frustrating customer experience I’ve ever had. It’s draining, disheartening, and it’s almost breaking me.

    Seeing as you are reading and responding to messages, I would love for you to escalate this urgently and provide a real solution, not just another apology!