Forum Discussion

ianstark's avatar
ianstark
Dialled in
7 months ago

Yodel failure

I suppose I shouldn't be surprised! My new Hub should have arrived on Saturday, but I didn't get any notification from Yodel. Here we are three days later and still nothing (and it's still showing that it will be delivered three days ago). I have not received a tracking number, so I can't see where in their pipeline my order is. Very frustrating.

This comes after my first upgrade order was cancelled by Virgin because 'there was a problem with the deal you had been offered'. I didn't get any notifcation of this - I had to find it out myself after the promised hub didn't arrive.

My last contract expired on 16th August and I amended my services in order to avoid the hike from £85 per month to £141. Given that my new contract is not activated until I install the new hub, this all smacks of trying to keep me on the much more expensive contract as long as possible. Either that or Virgin Media is as inefficient as people keep telling me. 

Very disappointing.

  • John_GS's avatar
    John_GS
    Forum Team
    7 months ago

    Hi ianstark 

    Thanks for posting and welcome back to the community. 

    Sorry to hear of this.

    I'll send you a PM now to assist further.

  • ianstark's avatar
    ianstark
    Dialled in
    7 months ago

    I finally managed to get through to Yodel today who told me they had no record of any delivery to be made to my address. I went back to VM and although my conversation took from 10.20am to 3.20pm I have been promised that the package will arrive within 72 hours and that my bill will be backdated to the date of the original order (the one that was inexplicably cancelled) so as to reflect the reduced price. I'll report back if either of these promises are not kept. 

    Regardless of whether this is sorted out as promised, Virgin's ordering processes, inter-department comms and, to a certain extent, their customer support service, are clearly broken. This is now the fourth separate issue I have had over the last couple of years, all to do with ordering or delivery of upgrades. I'm surprised that the delivery team does not have a system in place that automatically checks if a tracking reference has not been sent to the customer and that they rely on Yodel to supply the reference directly. It also seems that the customer support staff have their hands tied because one of the reps I spoke to said he would have to email the delivery team for an answer. Why do they not have immediate access to those systems?

  • John_GS's avatar
    John_GS
    Forum Team
    7 months ago

    Morning Ian.

    We have tried to PM you this morning but it appears you've not got PM's enabled on your side. Can you enable this for us and we can then speak to you?

    Best wishes 🙂