My new install was to go ahead on 5 Dec 2024. There was no delivery. Got a msg later with no dates. This was rearranged for 2 Jan with no tracking. Contacted VM to find out and it was rearranged and promised for 6 Dec 24 by Pre- install team as they cannot attend engineer visit. Called later that day and they said the pre-install team is now closed, however they will contact me the next day. No phone call came and no response to my complaint. What is the use of contacting CS number, chat and any other way. Now I am resorted to the community. Let’s see if it is any better at sorting out the solution. This reflect badly on VM as a communications company that cannot communicate accordingly or not at all.I am now in Limbo and I would like a VM Manager to sort this out ASAP.

Thanks for the reply, Tom. Might I recommend that somebody urgently shares this information with the team that mans your customer services phone line? They are still giving people 'guaranteed' delivery dates within 24 to 48 hours, and some are still blaming Yodel for the delays when that is clearly not the case (we all know about the ammonia leak on December 1st at the GXO warehouse, it's common knowledge).It really is about time that Virgin Media started communicating clearly with all employees to present a united front on this issue, and ideally issuing a clear and honest statement accepting responsibility for the consistently misleading promises being made by your CS representatives.

dont hold your breath. VM had a warehouse issue that we think was a flood. They have acted appallingly and not notified customers what is going or or at least briefed customer services.If you were a quickstart package - you are just in a waiting game for VM to supply to Yodel and then you'll get a tracking number. If you rang CS they may have been creative and said a local engineer would provide the kit instead. This to be taken with a bowl of salt.But £6.10 per day for compensation and 14 days cool off starts after package delivery.....

Thanks Unisoft for your helpful reply.Shame VM Forum team seems to have gone quiet too! For a communications company we are not valued customers or existing customers to get a simple answer. Not to have a contingency for a communications company is worse. Best thing for them would have been to come clean and made a PR statement. Can you imagine the workload this has caused above the original problem in a chain!!

Hi meraip thanks for your post although we're sorry to hear of your concerns raised. We have had an issue at our warehouse which we are working to rectify, tracking will be updated as soon as your parcel is on its way. We cannot guarantee a specific delivery date, but we are working hard to get your orders to you as soon as possible. Many thanks

Hi @Tom_W , I received the package out of the blue on 9 Dec 24 delivered without tracking or any tracking. It was a hub 3 with bits in it but working.Now I have installed the new hub, I have internet, however, my account has not been activated and online app says I am not installed!!Looks like they have not deactivated the previous account holder or something!I was notified the account would be deactivated by midday today but everything is the same. My online account is not activated.Pls Help

New Broadband install and still no packages, engineer visit and No CS

unisoft
Knows their stuff
2 months ago
dont hold your breath. VM had a warehouse issue that we think was a flood. They have acted appallingly and not notified customers what is going or or at least briefed customer services.
If you were a quickstart package - you are just in a waiting game for VM to supply to Yodel and then you'll get a tracking number. If you rang CS they may have been creative and said a local engineer would provide the kit instead. This to be taken with a bowl of salt.
But £6.10 per day for compensation and 14 days cool off starts after package delivery.....
- meraip
  On our wavelength
  2 months ago
  Thanks Unisoft for your helpful reply.
  Shame VM Forum team seems to have gone quiet too! For a communications company we are not valued customers or existing customers to get a simple answer. Not to have a contingency for a communications company is worse.
  Best thing for them would have been to come clean and made a PR statement. Can you imagine the workload this has caused above the original problem in a chain!!
  - Tom_W1
    Forum Team
    2 months ago
    Hi meraip thanks for your post although we're sorry to hear of your concerns raised.
    
    We have had an issue at our warehouse which we are working to rectify, tracking will be updated as soon as your parcel is on its way. We cannot guarantee a specific delivery date, but we are working hard to get your orders to you as soon as possible.
    
    Many thanks
meraip
On our wavelength
2 months ago
Hi @Tom_W , I received the package out of the blue on 9 Dec 24 delivered without tracking or any tracking. It was a hub 3 with bits in it but working.
Now I have installed the new hub, I have internet, however, my account has not been activated and online app says I am not installed!!
Looks like they have not deactivated the previous account holder or something!
I was notified the account would be deactivated by midday today but everything is the same. My online account is not activated.
Pls Help
- Anonymous
  2 months ago
  Bits in it?
  
  sounds like you’re hooked up to someone else’s line. The hub3 won’t work with docsis3.1 (gig1).
meraip
On our wavelength
2 months ago
Yes, most probably the previous account holder. Connected via VM connect app.

I do not understand how this double account can even happen with two different hubs where only one is connected to the same house and changed over. Then on Volt I will need a Hub 5 and probably jump through hoops or this damn delays at present. Obviously automation is not working. Headache!
- Matthew_ML
  Forum Team
  2 months ago
  Hey meraip, thank you for reaching out and I am sorry to hear about the delay.
  
  I can see you spoke to one of my colleague, did they manage to get this sorted out for you?
  - meraip
    On our wavelength
    2 months ago
    Complaint Ref: C-121224886
    @ Matthew_ML All confused. I had a call from the executive team Alicia repetively asking “ can I close down the complaint”. I tried explaining in the rush speak that I have been charged £14.31. Due to date changes she said there are more charges and can she take payment now too with no explanation why?! I said my dates have changed for disconnection and rather there should be a refund. She continued with the closing complaint and brought another date of 2 December in the mix for disconnection and there should be no charges if it is your date rather a refund. She continued and said that 13 December 2024 is the disconnection date. At which point she went into the closing down the complaint and I had enough. Now I am no wiser whether a credit will be provided and a refund of the £14.31 and the exact day from what I can see online is now 13 December 2024 so there should be auto compensation fro 2 December or 4 December to 13 December 2024. Also I have date of disconnection of 18 December 2024.
    What can I say about clarity and transparency as it is all a mess and all about closing complaints rather than the customer and listening to resolve the problem. I am no wiser now than the beginning of the process.
    Will I receive all the refund from my original date of disconnection and auto compensation from this date to days delayed as on your blurb. Any compensation for a valued customer for all the to and fro as above and loss of service.
meraip
On our wavelength
2 months ago
The above was sent to wrong conversation. Pls delete. Mine was activation and is in process.

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