Forum Discussion

EdMus's avatar
EdMus
Joining in
15 hours ago

WiFi Hub not arrived after 2 attempts

I have ordered the hub twice now and we still have had no delivery

The first time I ordered it when signing the contract and everything looked fine, we got a message from yodel telling us it was on the way and it would arrive on Sep 1 at 18:35, we had 4 people in the house all day and had no knock at the door. Yodel claimed they had delivered the parcel but left no photo or any notes. We checked with our neighbours who also hadn't received it.

I called Virgin on Sep 3rd and they confirmed they had the correct address and they said they had re-ordered another hub for us and it would take 3-5 days. I waited and then called again on Sep 8th as it had not arrived and I was told to wait longer and that I would only know what day it was going to arrive on that same day via email and I just had to hope that somebody was in the house that day.

It's now Sep 12th and I haven't had any emails or texts about its delivery, I'm not even 100% sure if it's on the way. I'm not sure what else to do now. If anyone could please help that would be greatly appreciated.

Many thanks,

Ed

Broadband
delivery
Help
new customer
package

2 Replies

  • EdMus's avatar
    EdMus
    Joining in
    2 days ago

    I have ordered the hub twice now and we still have had no delivery

    The first time I ordered it when signing the contract and everything looked fine, we got a message from yodel telling us it was on the way and it would arrive on Sep 1 at 18:35, we had 4 people in the house all day and had no knock at the door. Yodel claimed they had delivered the parcel but left no photo or any notes. We checked with our neighbours who also hadn't received it.

    I called Virgin on Sep 3rd and they confirmed they had the correct address and they said they had re-ordered another hub for us and it would take 3-5 days. I waited and then called again on Sep 8th as it had not arrived and I was told to wait longer and that I would only know what day it was going to arrive on that same day via email and I just had to hope that somebody was in the house that day.

    It's now Sep 11th and I haven't had any emails or texts about its delivery, I'm not even 100% sure if it's on the way. I'm not sure what else to do now. If anyone could please help that would be greatly appreciated.

    Many thanks,

    Ed

    • newapollo's avatar
      newapollo
      Very Insightful Person
      15 hours ago

      Hi Ed, 

      You could try calling the pre-installs team on 0800 052 1734 and ask them what's happening.

      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)