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katiecolley's avatar
katiecolley
On our wavelength
5 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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  • timd1985's avatar
    timd1985
    Joining in
    2 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
      2 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. 

       

  • spro's avatar
    spro
    Tuning in
    5 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
      5 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.

       

       

  • Dahlia299's avatar
    Dahlia299
    On our wavelength
    5 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.

  • Meagle66's avatar
    Meagle66
    Tuning in
    5 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. 

     

  • spro's avatar
    spro
    Tuning in
    5 months ago

    Has anyone received their deliveries or orders at all

    • boothy99's avatar
      boothy99
      Fibre optic
      5 months ago

      Yes spro h requested TV 360 box replacement on the 4th, and received it on the 19th, eventually.

  • Meagle66's avatar
    Meagle66
    Tuning in
    5 months ago

    Like most folks here promised new kit that just never showed up. Due 9th Dec and only a vague text saying 'nope'. 

    Look I understand that sometimes things happen that are outside a company's control, the one thing that shouldn't be is good customer service. No contact, no information, no apology, no way to look after your most valuable asset. 

  • PBlakey1986's avatar
    PBlakey1986
    Joining in
    5 months ago
    There is still no sign of my equipment. YODEL website is still saying they have not received the package from Virgin Media. I called my broadband/TV provider SKY to try and get an extension as it's all due to expire tomorrow. It seems I can't extend with them due to automatic switching. I would need to talk to virgin and change the switch date.  As I no longer have any confidence in Virgin Media, I could see that going horribly wrong and delaying things further.
     
    So, it appears it being the 19th I'm most likely to have a Christmas without TV and broadband. HAPPY CHRISTMAS FROM VIRGIN MEDIA. Perhaps we can all gather around the wireless instead.
     
    Does anyone from Virgin Media read these posts? Care?
  • Dahlia299's avatar
    Dahlia299
    On our wavelength
    5 months ago

    Oops posted too soon.

    Called cancellation team 29th November to end contract, convinced to upgrade and stay. Order for Gig 1 box placed by VM on 2nd December, Delivery due 6th December, even received a text saying it was on its way, which was subsequently cancelled via a text from VM and I've received no response since.

    Have used chat several times, lodged a complaint that received a gibberish answer, posted on here and called the cancellation team. The lady on the phone confirmed they have no idea when deliveries will start going out again. Terrible way to deal with issues.

    And surely they should be sending kits to those who ordered first? They seem to be sending them out willy nilly (when they are actually sent out that is)

    • boothy99's avatar
      boothy99
      Fibre optic
      5 months ago

      Finally  - Yodel have my package in their hands 🤗 Hoo-flippin'-rahh (ordered replacement TV 360 on 4-12-24).

      I'd contacted Virgin via chat earlier today to see if there were any updates on handing my kit over & check to see that I would be due a refund on the time I'd been without TV service. Assistant (human) confirmed I would be compensated for the missing time / TV.

  • PBlakey1986's avatar
    PBlakey1986
    Joining in
    5 months ago
    I'm having the same issue. I was unaware of any other customers having this problem until I visited the forum today. My delivery was due 16th Dec and was initially told there was a systems problem with YODEL and to wait 24 to 48 hours.  After speaking to Virgin again today it turns out my package apparently left the warehouse 13th Dec, but YODEL do not have it yet.  I was assured it was on its way though, nobody mentioned there was a problem of this magnitude. I guess reading what has been going on I had best call my current provider SKY to try and extend.  
    As Virgin Media are aware there is a problem why are they not contacting customers? Surely it would be better to apoligise and manage expectations by letting us know what is going on.
     
     I did try to raise an official complaint on the website but it doesn't allow me to enter name, account (chrome/edge browser).  I also tried looking for an email address but there doesn't appear to be one.  That's how I ended up on the forum and found this post. So anyone at virgin media please take this as an official complaint.
     
    • Barstaff's avatar
      Barstaff
      Dialled in
      5 months ago
      PBlakey1986 wrote:
      I'm having the same issue. I was unaware of any other customers having this problem until I visited the forum today. My delivery was due 16th Dec and was initially told there was a systems problem with YODEL and to wait 24 to 48 hours.  After speaking to Virgin again today it turns out my package apparently left the warehouse 13th Dec, but YODEL do not have it yet.  I was assured it was on its way though, nobody mentioned there was a problem of this magnitude. I guess reading what has been going on I had best call my current provider SKY to try and extend.  
      As Virgin Media are aware there is a problem why are they not contacting customers? Surely it would be better to apoligise and manage expectations by letting us know what is going on.
       
       I did try to raise an official complaint on the website but it doesn't allow me to enter name, account (chrome/edge browser).  I also tried looking for an email address but there doesn't appear to be one.  That's how I ended up on the forum and found this post. So anyone at virgin media please take this as an official complaint.
       

      Absolutely you do need to call Sky and extend, you need to look after yourself and maintain an internet connection - you can’t rely on VM getting you connected up.

      "As Virgin Media are aware there is a problem why are they not contacting customers?'

      Because that’s not VM’s way of working, their modus operandi is to simply lie to customers, deny any issue, blame someone else (cough Yodel, cough).

      This is simply how they operate, it’s a shame, but it is what it is. Official complaint? Forget about it, it’ll simply be ignored although you may, if lucky, get a response written in fluent gibberish, which ends with ‘we hope this works for you’ and the complaint gets closed as ‘successfully resolved’.