Forum Discussion

Rich_yorks83's avatar
Rich_yorks83
Joining in
2 months ago

2 issues Delivery and upgrades

Hi everyone,

2 issues and I think it's a familiar story with some on here.

Issue 1 - upgrades (our household broadband)

On Sunday 8th December, our household signed up to upgrade our broadband but nothing has happened. Yesterday, I went through the online chat and they wanted to upgrade me at a totally different price. They couldn't understand we have already signed up to the Black Friday offer last week. After going round in circles we ended the chat as the agent couldn't grasp we have already upgraded but the action to complete the upgrade has not taken place.

Is there anything else we can do? We feel we need to do something else but no one is giving us an answer. 😞

Issue 2 - My Father in Law switching to Virgin

on the same day as our household upgrading, my Father in Law switched to virgin from Sky. The sign-up was very simple and the equipment would be delivered by 11th Dec. Like some of the posts he never received a Yodel delivery reference and the kit has been delayed. Again, no one is able to give any time scales ect. Our fear is that their broadband will be cut off from their current supplier in the coming days.

I did the online chat thing and it's the usual story, no one seems to know any answers. 

Is there anyone who could give us further guidance? I guess it's a case to sit tight and wait, but is there anything we can do to speed things up?

Thanks for your time guys

Rich 

  • Carley_S's avatar
    Carley_S
    2 months ago

    Hi Rich_yorks83 

    Welcome to the Community. 

    Sorry to hear of your concerns with your and your father-in-law's packages.  Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.
     

    For any online orders that haven't any equipment to be delivered, these orders can take up to 14 days to be applied to the account. If you ordered the packaged on 8 December, then there is still some time for this to be applied. 

    Please let us know if the package has not been applied after this time and if you need further support, we can assist further here if you need. 

  • charlie2x's avatar
    charlie2x
    Joining in
    2 months ago

    Hi, basically, off reading other posts I understand there's been a problem with virgin's distribution centers, it shouldnt be switched off till installed, but @modteam should pick this up and recommend next steps soon, I recommend you call up 03454541111 and go through the preinstallation team - if you can't get through on that number, try 08000527588 for the pre-install/sales team.

  • charlie2x's avatar
    charlie2x
    Joining in
    2 months ago

    I recommend you also try the preinstall team for your contract upgrade on 0800 0527588

  • charlie2x's avatar
    charlie2x
    Joining in
    2 months ago

     and for your grandads, they'res been a problem at the distrib warehouse.

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 months ago

    Hi Rich_yorks83 

    Welcome to the Community. 

    Sorry to hear of your concerns with your and your father-in-law's packages.  Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.
     

    For any online orders that haven't any equipment to be delivered, these orders can take up to 14 days to be applied to the account. If you ordered the packaged on 8 December, then there is still some time for this to be applied. 

    Please let us know if the package has not been applied after this time and if you need further support, we can assist further here if you need. 

    • Rich_yorks83's avatar
      Rich_yorks83
      Joining in
      2 months ago

      Thanks Carley for reaching out, much appreciated.

      What's has been the time frame from ordering to actually recieving the equipment?  My worry is that the current provider will simply cut them off as the clock is now ticking. Does Virgin Media do any sort of compensation if this happens?

       Thanks for your answer regarding our upgrade. We will reach out once the 14 working days has passed. 

      Many thanks 

      Richard. 

    • Anonymous's avatar
      Anonymous
      2 months ago

      Hi Carley,

      It’s interesting to hear your reply here, especially the statement “We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.”

      We are one of “those customers”, having arranged a new contract on 30th November and were expecting new equipment to be delivered on 4th December. We have had NO communication from Virgin Media nor Yodel regarding this, have phoned several times and been given false promises and even outright lies with respect to our situation. 

      We’re still waiting and wondering when, or if, this will resolve any time soon.