Forum Discussion

Clairehagelburg's avatar
Clairehagelburg
Joining in
2 months ago

Self installation not received

Hello first time using this. I have recently joined and was eligible for the Self installation which was due to arrive on Monday 2nd, however has not been received. 

I had read through some old posts and contacted the customer helpline as recommended. I felt like the person I spoke to was dismissive. They advised me that it is yodel at fault and I like many others I will have to wait, which I completely understand that this was out of control Virgins control. I had hoped that may be yodel had given an update. I also made enquiries as I had been given the self starter kit however there appears to be no wall socket that I can see and what help I could receive. I was advised that I just have to wait for the equipment as if someone is booked and the equipment is not there I would be charged. I asked if there is a long wait would I be best to book now or if there is not do I wait for the kit. I felt like the irritated the person and he explained things again. I replied and stated I would wait for the kit and that was everything. They then repeated that I needed to wait for the kit and that the delay was not the services fault. They offered me an opportunity to be involved in feedback and than left the phone open. I terminated the call but as yet have not received the feedback option. I found the conversation concluded with out any resolution or change from before I decided to call. I am wishing I hadn't called. 

  • Nickabs's avatar
    Nickabs
    Tuning in
    2 months ago

    It's really frustrating isn't it? 😔 

    Virgin washed their hands of responsibility saying it is 'beyond their control' and fair enough if this particular set of problems is all Yodels fault.

    But Virgin, if they are honest with themselves, could have more clearly communicated what is happening, next steps and realistic conservative timescales. They also chose Yodel to be their Courier (in my subjective experience one of the lower grade of couriers) without a contingency courier in place.  

    I'm sad for you to hear you now realise you have no wall socket and that they cannot book this until after your receive the kit. It would be much better customer service if they let you book now, as waiting for the kit before being able to book is adding further to your delays.

    Also sorry you felt dismissed and that the CS appeared irritated. I don't doubt what you are saying. They will have been getting no end of grief regarding these problems, and I do feel for them, but they shouldn't take that tone with other customers.

  • Beth_G's avatar
    Beth_G
    Forum Team
    2 months ago

    Hi Clairehagelburg

    Thanks for your post, welcome to the Community Forums.

    I'm very sorry to hear we've not gotten off to the best start after signing up for our services.

    I'm not sure if in your specific circumstance if there has been an issue with the courier, however there is currently a problem at one of our warehouses which has been causing delays with deliveries. If however you don't have the correct socket, we'll need to arrange an engineer visit to have this installed.

    I've popped you a private message so I can take your details and look into this for you.