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!

+1
1

99 Replies

Show More
  • newagetattoo's avatar
    newagetattoo
    Tuning in
    6 months ago

    Phoned to virgin 2nd December to cancel my contract month before my was expired as I couldn't
    afford to pay £43.43 They asked me if I will be happy to stay if the new contract will be cheaper and will get 1gig for £30 I agreed to it. Agreed to contract what was sent to me via email. Got txt from Virgin about my new hub that it wil arrive on 4th December took day off was waiting for it and nothing came. No answers from virgin when I ask on the cat about it phone them then was switched off as someone said that I phoned minutes ago and they just blocked me. After looking thru whole internet why I'm not getting my hub funded that warehouse is getting problems with delivering stuff. No update from virgin about it. Opened case with virgin 10 days ago no updates. Yesterday somehow went on chat and after 15 min somehow someone was able explain to me that maybe my hub will be with me before 20th December no hep about anything else. Got an email today that I need to pay for December £43 when I already have new contract with them from 4th... Phoned and asked what is going on how they can charge me with my old price contract when I said that I can't afford to pay that price and i suppose to have a new contract now ... Well as I didn't received my hub they said that my contract is not active... But well no one was informing me about it. It wasn't my fault that I didn't receive my hub from the 4th I supposed to get 1gig internet as it was in the contract. For me it's sounds as they new about all warehouse problems when I was signing new contract then they knew that I will not receive new hub either. It's a breach of contract ! It's illegal and I will not leave it like that I will start legal action against Virgin Media. Biggest scam company on the planet!!

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

      Your case is similar to mine. First, I had a new contract offer online of £51, and I didn't accept it straight away. Two days later, when I was going to accept, the price was raised to £55, and my current monthly bill was too high at £88. (They upped my bill early. On the contact page, it said that my bill would be rising on 23rd December, but they raised it a month earlier!)

      So I rang to say I wanted the £51 deal that I was offered but was told I could not have it. I also complained about the high bill and they said even if I accepted the £51 deal a couple of days back my current bill would still be higher! (which is nonsense) so then I said I wanted to leave as I cannot afford their new price rise and didn't like their practices and as it was black Friday I had plenty of cheap options.

      However, after being on hold for 15 minutes I was given a new deal and I decided to stay as it worked out better overall and they also said if I accept it my current bill would be lower. 

      I was expecting my router on the 3rd of December and nothing arrived. I contacted Virgin online and they said it would take 48 hours. I waited 96 hours and nothing showed so I contacted Virgin online again and this time I was told everything would be sorted by the 20th (which is starting to look bleak).

      As I have not received my new router they haven't bothered to change me over to my new deal so I had to pay my current high bill leaving me out of pocket for other things, though they said to me they would deduct anything I have overpaid this month from my next bill (which I think is another lie so I am sure I will be complaining about that to them soon).

      I really don't understand why they couldn't just give me my new deal minus the new router and speed for the meantime as that would give me at least half the deal they promised and also would lower my bill as promised. 

      They're going to have to give tons of customers free months for this debacle. 

      • newagetattoo's avatar
        newagetattoo
        Tuning in
        6 months ago

        Hi same problems here I think or I could even say I know that they don't have routers on stock they offer dealt but they can't provide them it's a scam company run by guy who don't care about it anymore definitely. They offer new contracts to people from November saying that installation kit will be with you in ext couple of days ... Same thing they said to people who started or upgrade contracts on half of December! Then for me it's a breach of contract from Virgin as they selling something what they know that they can't provide. False advertising false statements. Time to get all of the people who have same problems and open a case in the court against virgin media. Maybe then they will provide more info what really is going on with that scamming company 

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

    You can add me to the list ,read my  post about my experience or not .

    The CEO of Virgin needs to make a change about the state of the company or  can just do nothing and enjoy the build up of company shares ready to sell when they move on. 

  • Muitnorts's avatar
    Muitnorts
    Joining in
    6 months ago

    This is a truly embarrassing and frustrating situation. It has definitely made me second guess signing up to Virgin at all honestly.

     

    I was due to have mine delivered on 9th originally and the lack of communication is stunning. I took the day off as holiday to make sure I was in and still no idea when to expect an update and no order even showing in my account. On top of that I ordered the sky sports package because there are things I wanted to watch this month but I guess I’m out of luck there too.

     


    It didn’t help that my attempt to get answers via the chat bot ended with 5 failed attempts to get a WhatsApp response, meaning I had to send a complaint form that simply said I’d get a text at some point with delivery information.

     

    If it doesn’t arrive before Christmas I’ll have to demand cancellation and move on to another provider.

  • dianne383's avatar
    dianne383
    Tuning in
    6 months ago

    I was told I had to upgrade my router and I chose yesterday for delivery. It didn't arrive and it looks like Yodel haven't even received it from VM yet. I won't be home during the day to receive the router for the next couple of weeks and yesterday VM told me that my old router will no longer be connected to the internet in the next 5 days. How can I cancel the delivery so that I don't lose essential internet coverage?

  • PBlakey1986's avatar
    PBlakey1986
    Joining in
    6 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
      6 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’.

  • Dahlia299's avatar
    Dahlia299
    On our wavelength
    6 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
      6 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
    6 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?
  • Meagle66's avatar
    Meagle66
    Tuning in
    6 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. 

  • spro's avatar
    spro
    Tuning in
    6 months ago

    Has anyone received their deliveries or orders at all

    • boothy99's avatar
      boothy99
      Fibre optic
      6 months ago

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