Forum Discussion

Lydiaadams's avatar
Lydiaadams
Joining in
2 months ago

When will it be delivered?

Dear Virgin Media. 

I have been looking at this Forum the last couple of days and can see this is a HUGE issue at the moment. When will our quick start kits be delivered? It seems you cannot give a definitive answer to any of us. I was told our kit would arrive 5th December to then get a text at 15:36 on 5th December with “we are regret to inform you that your delivery is delayed etc”. This is not okay. We are paying for YOUR service which we cannot simply use. I work from home and rely on WiFi to be able to do this. Because of this, I currently cannot work which is having a financial disadvantage to me and I am still paying you for a WiFi box which I do not have? We are having to use our own data which is running out fast and will then have to pay more if you cannot sort! Please provide all your customers with a proper update (and not blame Yodel as I have seen in some posts which then seems to be untrue!) about when this is going to be sorted and I hope we get compensated in some way from your inconvenience. If not sorted soon I will be raising a formal complaint on your service as a new customer. 

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    You should not be paying VM anything at all until your new service is activated. In the case of a 'Quick Start' kit, VM normally starts charging shortly after the equipment is delivered. How do you come to be paying VM before activation/delivery?

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 months ago

    Hey Lydiaadams,

    Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your delivery this is 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.
    Kind Regards,

    Steven_L

    • SmiffyB's avatar
      SmiffyB
      Tuning in
      2 months ago

      This reply is specifically for Steven_I

      That is not true...... no one has contacted me regarding my missing kit. The only information I have has come from me calling Virgin, and that was contradictory too.

      Very poor customer service!

    • Anonymous's avatar
      Anonymous
      2 months ago

      Sadly this is not the case. Whatever system you’ve used to let customers know has failed, as I’ve not seen one person who’s said they’ve had an apology or been kept up to date. 

      I don’t envy your job