Forum Discussion

STAYLER1's avatar
STAYLER1
Joining in
3 months ago

Quickstart Installation Kit Not Delivered on 2 Occasions

I signed up for Virgin Broadband, with the self-installation kit due to arrive on 27/11/2024. This did not arrive, and in the end I had to chase Yodel to find out that the parcel had been lost in the depot. I was then informed that I had to contact Virgin to rectify this, which I did. After 2 hours on the phone I had my original order cancelled and a new order created to send another quick installation kit. The second kit was due to arrive 03/12/2024 but the tracking with the Yodel app still shows that the parcel with with Virgin and they have not received it. I signed up for Virgin broadband on 20/11/2024 and as of 03/12/2024 am still unable to use it. Am I able to collect a quick installation kit from somewhere? I need an internet connection for my work and this is causing me a lot of issues. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 months ago

    Hi STAYLER1 

    You could try calling the pre-installs team on 0800 052 1734 and ask them what's happening.  (It might be better to avoid any further yodel issues if you could try and arrange a manned installation as the tech will bring the equipment)

    They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

    (It can take a couple of days for a member of the forum team to pick up your post)

  • drj14's avatar
    drj14
    On our wavelength
    3 months ago

    Hi,

    I am currently facing the same issue. searching on google 'virgin media quickstart' this seems to be a common issue with virgin media which is ridiculous. 

    I was told it would be delivered 02/12/24 but same as you - it is saying that the parcel is with Virgin on Yodel. I contacted yodel too via live chat and they just keep saying they havn't received it. Virgin media are telling me that there is apparently a storm creating delays and I will receive it in 7-10 days. I'm skeptical how true this is considering Yodel are saying it is still with virgin. 

    I am struggling and I also need internet connection for work. Please let me know if you find an alternate solution to get your kit - I will also do the same!

    • fireman999's avatar
      fireman999
      On our wavelength
      2 months ago

      You could be waiting quite a while.

      As apparently their warehouse where the Quick start packages where stored was flooded.

      So they have no stock to ship out at the moment.

  • Beth_G's avatar
    Beth_G
    Forum Team
    2 months ago

    Hi Stayler1

    Thanks for your first post, welcome to the Community Forums.

    I'm really sorry to hear that your QuickStart delivery has been delayed. There is currently an issue at one of our warehouses which means that some customer orders have been delayed. We completely appreciate the frustration and we're doing our best to ship these orders out as soon as possible.