No Update on Order - Extremely Delayed - Need Urgent Assistance (Yodel / Address Change)

Hi,

I’m posting here as I have been unable to get any meaningful assistance through the usual customer service routes.

I ordered broadband only on 20/11/2025, with delivery due by 25/11/2025 via Yodel. Before delivery, I changed the delivery address from my home to my workplace because neither myself nor my partner would be home that day. Yodel confirmed the change and assured me it would still be delivered on 25/11/2025.

Since then, nothing has arrived.

Every day, the Yodel app updates to say “delivering today”, but the tracking never moves to “out for delivery”. It is clearly stuck, yet nobody seems able to investigate this properly or escalate it.

I have contacted Virgin Media every day, and the people I’ve spoken to (mostly foreign call centres) have not been able to help beyond repeating the same information I can already see on the Yodel app.

One added note is that anytime I have spoken to a representative from Virgin Media, they have tried to say your appointment is not until 05/12/2025. This is in reference, to an engineer coming out on the noted date, to move my omnibox input location internally. I have responded each time that this is a separate matter and does not and should not affect my already agreed and due equipment delivery.

Yesterday, I was assured it would be delivered that day and was given two months (on top of the initial deal of 3 months free) as compensation on that basis, but ten minutes after the call, Yodel delayed it again.

I urgently need to speak with someone UK based or at least someone who can communicate clearly and take ownership of this issue. I have also taken legal advice because my contract is with Virgin Media, and Virgin Media is responsible for ensuring the equipment is delivered in line with the terms agreed.

I would be grateful for:

-          A direct response from a Virgin Media staff member who can investigate this properly and ensure my delivery goes ahead today.

-          Or advice from anyone who has had a similar issue and managed to get a resolution.

I simply need my broadband delivered today, or at the very least an honest update and a proper escalation so I’m not stuck in this loop any longer.

If this is not done today, I will be cancelling, pursuing legal advice & switching to BT, who have ensured me that they can deliver their equipment within one working day.

Thank you.