Can't recieve start kit

I haven't received the starter kit. It's been 10 days since the scheduled date and I've been waiting.

First, Virgin Media sent me a tracking number for YODEL. When I checked the tracking number, I found that YODEL had the kit. But YODEL has not delivered the package at all. When I contacted YODEL many times, they only said "I'll check and get back to you."

It's been 10 days, so I contacted Virgin Media.

They took their time to answer my questions over the chat for over an hour, and finally said "my shift is over, goodbye." What I found out was that Virgin Media had not delivered the starter kit yet. I have to call another team at Virgin Media again tomorrow.

Maybe I did something bad to YODEL. Why did Virgin Media contact me with a tracking number when they hadn't delivered the kit?

When will I receive it?

This is the worst case.