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CH73's avatar
CH73
Joining in
12 months ago

Hub5 Delivered with no power supply

New customer moved house and took the day off work to receive a hub 5 quick start pack, only to have it delivered with no power supply in the box!  Reading on here this is not an isolated issue and I would have thought the team could manage to send out the full kit as ordered, but apparently not.

I called the 0800 number from the start guide and was assured one was going to be sent out that day as a "priority" and would be with me in 1-2 days.

No sign of it arriving and no notifications by the second day so phoned back on the 0345 number to be told that one had been requested but would only be sent out on that day and could not give me any sort of tracking info.

I have very little faith that anything is coming and definately not in time for a security camera install I have arranged for tomorrow which I am going to have to cancel and pay a charge for.

Being a new customer I would have liked to think the customer service would be far better, especially when the issue was caused by VM, have they not heard about next day delivery or simply feel that solving this issue is not worthy of the postage cost. 

Totally disgraceful service and makes me feel how they treat existing customers to the point I'm considering cancelling even before the service has started. 

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    • CH73's avatar
      CH73
      Joining in
      12 months ago

      We wait and see. Apparently a PSU is on its way but will only belive if it turns up.

      Considering they only had to pack the router, a coax cable, a network cable, a plastic spanner (that never needs to be used) and a PSU that they missed, they have missed 20% of the kit (or 25% without the spanner)

      Imagine having a car delivered with only 3 wheels as they forgot to fit 25% of the parts! 

      As said I have had to pay a cancellation charge for a cctv install on my new home, but we live and learn and guess that's my fault for believing CC for the install date rather than waiting for that to happen before booking anything else. 

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        12 months ago

        Hi CH73 

        Welcome to our community forums and sorry to hear a part of your self-install kit was missing. We can understand the frustration and inconvenience caused we want to best help. Since the last post have you received the cable order? If not, have you checked here for updates in the "my orders and appointments" section? https://www.virginmedia.com/my-virgin-media

        Thanks,