Forum Discussion

katiecolley's avatar
katiecolley
On our wavelength
7 months ago

Delivery and installation issues: please post your updates here.

Hi everyone,

There are an ever-increasing number of new threads on this forum talking about the ongoing delivery and installation issues for Virgin services.

Could I suggest that everyone who is experiencing such issues posts in this thread, so we have all the relevant information relating to the situation in one place?

Let's keep it clean, solution-focused and non-defamatory; only factual updates. That way, Virgin will be able to get a clearer idea of how many people are affected, and hopefully they might be encouraged to issue an update to everyone concerned. That'd certainly be much easier (and more transparent) than trying to funnel individuals into DM conversations!

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  • Meagle66's avatar
    Meagle66
    Tuning in
    6 months ago

    Still no sign of the equipment ordered on the 5th Dec. After hearing nothing from VM I raised a complaint yesterday and this morning received a annoyingly generic response.

    Their email states they tried to contact me to resolve the issue but couldn't reach me (I had asked to be contacted by email and had no missed calls! )

    Their email states the parcel is now with Yodel and the delay is due to them (Yodel tracking showing parcel still with sender) 

    Their email states they are aiming to deliver all missing parcels by 20th Dec (complaint raised on the 22nd Dec)

    So a generic, erroneous, old email sent in order to restore faith in customer service. Nice work VM. 

     

  • Dahlia299's avatar
    Dahlia299
    On our wavelength
    6 months ago

    Update: I upgraded on the 29th November. Delivery should have been 6th December. New hub finally arrived with no notice or communication on the 24th December.

    What I will add is that although the box says you have 5 days to install before you lose service. My old box was disconnected just before midnight that evening. So I had to set the new box up the same day it was received. I  found another post on the forum where a gentleman had only a couple of hours from delivery to old hub being disconnected, so set up your new hub as soon as possible so you don't lose service.

    Hope everybody else starts receiving their new hubs soon.

  • spro's avatar
    spro
    Tuning in
    6 months ago

    Good to hear some of you have got your deliveries,,,I'm still waiting since Dec 13th

    • Paul_DN's avatar
      Paul_DN
      Icon for Forum Team rankForum Team
      6 months ago

      Hi spro,

      Thank you for reaching back out to us in our community, have you now received your equipment or are you still waiting for it to arrive?

      Regards

      Paul.

       

       

  • timd1985's avatar
    timd1985
    Joining in
    4 months ago

    I've created a new thread, but I have had this issue today:

     

    Hey all

    I was due my installation today between 1 and 6...nobody showed up. I had all the confirmation emails and texts and they've come to do the pre-work.

    I've waited all day and nobody came. At 6 I called customer service, but the lines are closed. I tried to check my online account which shows the below/attached info.

    No online chat, and the online complaint form does not work. I've had zero contact from anyone today and now I'm stuck.

    Sky is switched off on the 11th March. Any advice?

    To say I'm frustrated is an understatement and this does not fill me with confidence. 

    Thanks in advance!

    Tim

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      4 months ago

      Hi timd1985,

      Thank you for your post and welcome to our community.

      We're very sorry to hear the installation didn't go ahead on the agreed date. 

      We've taken a look at things on our side and can see you have since spoken to the team. Has a new date been agreed?

      Please pop back to us when you can.