Forum Discussion

ShamsUddin's avatar
ShamsUddin
Joining in
4 months ago

Virgin Media Router Delivery Issue

 

As a new Virgin Media customer, I was expecting my router to be delivered two days via Yodel. I stayed in all day, but there was no delivery attempt, and I didn’t receive any tracking information to follow up. The email I got about the delivery didn’t even have my address, which makes me worry about how accurate Virgin Media’s process is.

 

I did receive another parcel from Yodel the same day, so the issue isn’t with their service. The Virgin Media call centre told me to contact Yodel, giving me a tracking number. It's been stuck and waiting for virgin media to send for days now. 

 

This has been really frustrating, especially as a new customer. I am a work at home employee, and need WiFi to keep the lights on. 

 

I’ve contacted Virgin Media and hope they resolve this quickly. If you’re facing the same issue, let me know in the comments—hopefully, we can get this fixed soon. I do think virgin media needs to reimburse people like me asap, and get us online soon. My mobile days just isn't enough.

  • carl_pearce's avatar
    carl_pearce
    Community elder
    4 months ago

    There are other recent threads that mention an issue with the warehouse that distribute VM kit.

  • FiL-UK's avatar
    FiL-UK
    Tuning in
    4 months ago

    My QuickStart kit was supposed to arrive on wednesday, it's vanished into the ether apparently.

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

      Nothing is getting sent out to anybody until the distribution center is back up and running again.

      There was a way to cheat,, and that was to request a engineer visit as they carry the equipment yo require.

      But Virgin soon put a stop to that. LoL.

      Once Virgin get the Distribution center back up and running you will get your kit.

      But who knows how long that is going to take.

      Plus there will be a massive backlog for Virgin to work through and the Christmas and New Year postal delays.

      Good Luck ,, you might see it in 2025 sometime.

  • Akua_A's avatar
    Akua_A
    Forum Team
    3 months ago

    Hi ShamsUddin 

    Welcome back to our community forums and thank you for your first post. Sorry to hear you are having issues with the delivery of your equipment. We can understand the frustration caused and we want to best look into this. We are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,
     

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

      Hi Akua,

      I'd appreciate a private message too, please; for more information about my situation, please see my post on this thread: https://community.virginmedia.com/t5/QuickStart-set-up-and/Self-Installation-Kit-Still-Not-Delivered/td-p/5598080

      As there are a growing number of threads on this subject, might I suggest that it would be prudent to reach out to people individually to explain the situation if (as I suspect) you are not allowed to post an honest and detailed update on an open forum?

      I completely appreciate that both you and the teams at your customer services line will have been given very strict instructions about what you can and can't say. But speaking from a lot of experience of marketing, comms and reputation management, I would urge you to speak to whoever is issuing the instructions 'up the chain' and recommend that the best way to deal with this situation is to issue an open and honest update with realistic timescales as to when you hope to have cleared the backlog.

      Even if the answer isn't what people want to hear, they will appreciate the transparency. The longer it goes on, the louder and more belligerent the dissenting voices will become, and the more reputational damage will be done to your company through social media, review aggregators and so forth.

      Can someone senior please show a little humanity and humility, and take ownership of this situation? People are suffering financial loss as a result of not being able to work, not to mention a great amount of stress and anxiety. A little honesty will go a long way here.

  • en0x's avatar
    en0x
    Tuning in
    3 months ago

    I’m absolutely appalled by this fiasco. My delivery was originally set for 4/12. Then, I received a message saying it would arrive earlier on 3/12—this message arrived on the 4th, after the delivery was already missed! I called Virgin immediately, and that’s when the endless excuses and blatant lies began. You blamed Yodel, claiming it would be delivered within 24 hours. I called again on the 5th—still no delivery. Once again, you passed the buck, insisting it was Yodel’s fault.Here we are, and I still have no internet, no delivery date, and absolutely no resolution. This is beyond unacceptable, especially as I work from home and now have to rely on my personal mobile hotspot just to get by. This level of incompetence and disregard for your customers is astonishing

    At this point, I’m questioning if I can cancel this contract altogether, given that it hasn’t even started yet. Virgin, how do you plan to fix this mess? When can I expect this to be resolved? Or is it better for everyone if we just cancel the contract entirely? Can I terminate it given that your service hasn’t even begun? This is an utter shambles.

    Still nothing, no date , nothing.  Can we cancel a contract that hasnt even started yet? we work from home and are now struggling with no internet having to rely on my mobile phone personal hotspot. Utter shambles Virgin! What are your plans to resolve this? when can we expect it to be resolved? If not would it just be better to cancel the contract and can we cancel it without it actually started yet?

    • Lourhodes's avatar
      Lourhodes
      Tuning in
      3 months ago

      I’ve been waiting since 9th December and still says with sender. I’m sick of phoning them 

  • en0x's avatar
    en0x
    Tuning in
    3 months ago

    I guess I am not going to see anything today nor get an update from Virgin...

     

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

      Exactly the same situation here. I've reached out on Twitter... nothing from VM, but Yodel have already reached out and offered to help. I've sent them a DM, and will report back with any further developments.

    • CM2023's avatar
      CM2023
      Tuning in
      3 months ago

      If that is from Yodel, its further than we got on delivery day. Please let us know what happens and how long you've been waiting.

  • ksjenn's avatar
    ksjenn
    Just joined
    3 months ago

    I have the same issue.

    My router was to be delivered on Friday so I took the day off but recieved a text mid morning to say that the delivery had been delayed and that there was no update regarding a new delivery time. I thought perhaps the storm may have delayed things by a couple of days so took off yesterday to see if the router would arrive.  

    By evening, still no router so I called customer service and after some discussion they advised they would expedite my order and that it would be delivered in the next 48 hours.  They were unable to provide a tracking number and I have yet to recieve one from Yodel.

    I am unable to take any more time off work to sit waiting on a router that may or may not arrive.  I have also been left with no internet as my old provider disconnected on saturday.

    I am now having to commute to the office to work every day as well as arrange extra childcare and furthermore, I am unable to plan when I may resume working from home.

    I totally understand that delays happen, but what is not acceptable is Virgin's complete lack of communitation and empathy.  I am in the process of looking for another provider and cancelling my contract as this has left me with a very poor impression of Virgin Media.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      3 months ago

      Hey kjjenn, thank you for reaching out and a warm welcome to the community.

      Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated

      • Granthinder's avatar
        Granthinder
        Joining in
        3 months ago

        You have directly contacted those effected? So why have I had to contact yourselves twice to find out what's going on? If I didn't ask I would have never of known now I'm just waiting hoping for over 2 weeks now that at some point I will get my delivery as I am without any sort of tv or WiFi 

    • Timboslice0121's avatar
      Timboslice0121
      Joining in
      3 months ago

      We received an email on the 26/11/24 from virgin saying we have an old router and due a free upgrade. We spoke to them and was told the email was a mistake but they would honour it by sending us a new hub 5 router. This was booked in for the 09/12/24 we waited in all day and booked time off work for this for it not to turn up. We contacted virgin on the 09/12/24 to say it has not turned up and was told there is a delay at there warehouse and to wait a few days. We then called them back on the 12/12/24 as it’s still showing on our account that the hub is due to be delivered on the 09/12/24 even though that’s passed by 3 days. They told us there are problems with yodel and there warehouse. They then said they will arrange an engineer to come out as they have the hub 5 on their van and will install it on the 14/12/24 free of charge as a good will gesture. It is now the 14/12/24 and the engineer has come and said he has not got a hub 5 on the van and that he was sent out to fit the hub 5 that’s meant to be delivered. The engineer told me that he will close the job and put it down as not complete and told me to ring virgin. I have now wasted two days waiting in for my delivery that has not come. I then rang virgin again once the engineer left on the 14/12/24 and spoke to Eric he told me he can cancel the order and rearrange a new one with a technician which would cost me money but that was not acceptable as it’s virgins fault. He told me that I can wait for my original order from yodel and he gave me my tracking number and said to call them and he also give me yodels contact number. I tried the tracking number and rang yodel to be told virgin still have the router.

      • Steven_L's avatar
        Steven_L
        Forum Team
        3 months ago

        Hello Timboslice0121,

        Welcome to the community and thanks for taking the time to post here on the forums. I would be happy to take a further look into this for you as you have been promised an engineer visit but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • uttamragav's avatar
    uttamragav
    Tuning in
    3 months ago

    As I understand from the discussions with various customer service team people that they have no clue when the order will be delivered .. every time they used to give a false promises . Either blame yodel or warehouse for issue . The package might deliver in Jan 2025 or beyond not before at all or it might not be delivered at all , Again you may have to place new order and no guarantee that will be delivered at all . It’s better to switch to other service provider rather than fighting with these people . 

    • Eils82's avatar
      Eils82
      On our wavelength
      3 months ago

      that’s exactly what I, going to do I’m going back to sky this is an absolute joke 

  • DLSeb's avatar
    DLSeb
    Joining in
    3 months ago

    I’m also in the same position as you. I took up an offer to upgrade last week and waiting for an upgraded router and boosters as my connection for work has been quite poor. I was given a delivery date of 9th December which was abruptly cancelled. I called that day to seek an explanation, one advisor told me that it was Yodel’s for not delivering on time (even though they delivered something else to my address a day or two later), another told me there as an issue at Virgin’s warehouse and another advisor told me that the box was sent to the wrong address by Yodel, which was of course nonsense. There just seems to be a lack of honesty and transparency from Virgin as well as a lack of accountability. Another advisor assured me two days that I’ll certainly have my router by the end of this week. It’s almost 8pm on Friday eve and no sign of the box. 
    I’ve been messed around by a number of advisors Virgin this week and starting to lose faith and patience. As things stand I plan on cancelling my upgrade first thing on Monday morning and therefore cancelling my services with Virgin and finding another provider as I’m truly disappointed with what I’ve experienced.