Forum Discussion

CM2023's avatar
CM2023
Tuning in
2 months ago

Kit Delivery Delay | My family are being put at risk!

We ordered 05 December and promised delivery on 09 December. We received emails from Virgin on the run up to delivery confirming the date (but no address or tracking number) and on the morning of 9th, we received a text from Virgin confirming that the delivery was going to be made. However before 10am, we recived a second text saying that due to circumstances out of their control it wont be delivered and they cannot give us a date that we can expect to receive it.

I called the customer services team last night (9th) and they told me that the kit will 100% be delivered in 48 hours. As we discovered that we do not have a wall socket, I requested a technician to come out on 12th and the customer service agent said okay but if the kit is not delivered then we must cancel the appointment or we will be charged. We never received confirmation of the technician appointment so I'm assuming that wasn't booked as he knows the kit isn't coming.

He guaranteed me in one breath that the kit would arrive and then in the next breath told me I had to cancel the tech appointment if the kit didn't arrive so i am assuming that, like everybody else, my kit isn't arriving in the next few days.

To make matters worse, our home security system (cameras and alarms) are both run on Wifi so Virgin media are now putting my family at risk. I have explained this to them and they do not seem to be taking it very seriously.

Virgin Media need to give customers some kind of update on when they can expect services to be delivered. Even if it is a timeframe customers won't want to hear.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Do you have an existing broadband service that you can get extended? It's always recommended on here not to cancel an existing service until VM is installed and working, but usually people don't come here and see that until it's too late.

    You should bear in mind that there is always a risk in relying totally on broadband for security systems because no broadband service guarantees constant connection. This is something that the sellers of such systems conveniently fail to mention.

    VM for example makes no such promise. They have only a scheme to pay some compensation after the first two days without service, but faults often take longer than that to repair. 

  • Craig0922's avatar
    Craig0922
    Joining in
    2 months ago

    Same situation. Suppose to be delivered on the 5th December, email saying delayed and no confirmed date, trying to contact yodel is a no go as phones are switched off. No call off virgin with an apology or reason. Poor poor poor service from a multi billion company. 

  • RetiredATCO's avatar
    RetiredATCO
    Dialled in
    2 months ago

    If you ordered self-install without checking you had an internal socket then the issue is partly down to you.

    Do you have an VM brown box on an external wall?

    If so, where does the outgoing cable from that box go?

    It is not unheard of that once a customer ditches VM they remove the internal wiring, cut the cable and decorate over the end, however when a new occupant orders it will still show the property as having a connection in the past, hence the ability to order self-install.

     

    • CM2023's avatar
      CM2023
      Tuning in
      2 months ago

      We moved into the property yesterday. Previous sellers confirmed last week that the wall socket was there but when we got into the house it was not a Virgin socket. 

      Also the kit wasn't delivered so even if the socket was there the house would still not be protected.

      So no... it's not partly down to me at all.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 months ago

        Hey CM2023, thank you for reaching out and a warm welcome to the community, I am sorry to hear about this install issues.

        I can see you've spoke to the team about this, did they manage to help at all?