Forum Discussion

seanoc84's avatar
seanoc84
Joining in
2 months ago

Hugely disappointed with the lack of transparency

I signed up for broadband and tv early November, due to the current package being ended on the 10th December I decided to delay the self service package to the 11th December.

I now find myself in the position with NO internet or TV with 3 children in the house.

The most frustrating thing is I still have equipment connected up and no one is willing to reconnect the services.

The biggest complaint is the fact no one is being honest about the delay, blaming it on yodel and then being completely kept in the dark about any updates.

I would like to have a certain update with a date for delivery and also wonder what is going to be offered in the form of any compensation.

Look forward to your response.

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    2 months ago

    Hi seanoc84,

    We're very sorry for the delay.

    Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

    The courier service will send you tracking information when the delivery is on it's way. 
     

    • Deeps123's avatar
      Deeps123
      Tuning in
      2 months ago

      Just for transparency - I am one of many who has been affect and no one from either Virgin or Yodel have contacted me to date with any form of update.

      So when you stated "have directly contacted those customers affected to apologise and will keep them updated" that hasn't been the case for me at all...

       

  • tascott's avatar
    tascott
    Tuning in
    2 months ago

    I have been monitoring this situation for the past week and never actually heard of anyone being "directly contacted" or "apologised" to nor "kept updated".

    This is just a plain lie that keeps being repeated here by the Forum team.

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      2 months ago

      Hi tascott 

      Our sincere apologies.

      The courier service will send you tracking information when the delivery is on it's way.

      Thank you for your continued patience.