Forum Discussion

Charlie020's avatar
Charlie020
Just joined
5 months ago

Yodel not delivering QuickStart kit

Over a month ago I ordered the virgin media QuickStart kit for my new student house and scheduled the delivery for a day when my house would be there to accept delivery but unfortunately they missed the delivery and I had to reschedule it to a later date. After traveling over 100 miles to take delivery of the kit, it never showed up and after trying to reschedule it again yodel would not allow me to and now my QuickStart kit is sitting in there depot with no way of receiving it. 
After contacting there poor customer service line I was given the option of returning the parcel to sender or collecting it from the depot and since I live over 100 miles away from the depot I decided to return it and then attempt to reorder it from virgin. 
However I am unable to reorder the kit until virgin has had their previous one returned and the status of that kit seems to be in limbo as I have received zero updates from yodel about the status of the return. For all I know it could be anywhere. I need this kit urgently as I move into the address very soon and since yodel can’t deliver the kit and I am unable to reorder one until the unreliable yodel send it back I am stuck. Calling virgin customer service I have had varied advice such as cancel the account and start a new broadband order as well as wait for yodel although yodel does not seem to be doing anything with my parcel. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 months ago

    Hi Charlie020 

    You could try calling the pre-installs team on 0800 052 1734 and ask them if you can arrange a manned install instead, that way a tech would bring the equipment. If they are happy to do this then it's a matter of agreeing a date and time frame.

    They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team
    5 months ago

    Hey there Charlie020 Thanks for reaching out to us and a warm welcome to the Virgin Media forums. 👋🏼

    I'm so sorry to hear about the issues with the Yodel delivery you are experiencing. 😢
    Our team will be limited in sending out equipment is there is some pending, as we physically can't re-order it out based on Yodel's delivery.

    May I ask if you've reached out to Yodel via their website (found here) for further support on a redelivery attempt?
    Let us know.

    Kind regards,
    Ilyas.

    • spell's avatar
      spell
      Knows their stuff
      5 months ago

      Charlie - be aware it is not your job to chase up the delivery company - it is 100% the responsibility of Virgin Media to ensure the safe and timely delivery of equipment to your address - the choice of using Yodel and sorting out subsequent problems is totally a matter for them  - they will be requiring customers to wash their vans for them next