Forum Discussion

Stagsfan's avatar
Stagsfan
Tuning in
5 months ago

360 box order failed twice

Hope someone can help.

on 25th July I received an email stating that I needed to upgrade from my TiVo box to the new 360 box. I replied straightaway. I heard nothing else but due to other problems I was unable to get on to Virgin until 8th August.

i spent a full hour talking to a young lady who spoke so quickly and heavily accented I could barely follow her. However,after being cut off twice and put on hold three times for up to 10 minutes, I agreed a new deal and was Promovideo a 360 box would arrive on Saturday 10th. Within seconds she cancelled that deal as she claimed that my system was incompatible with the 360 but I would receive a V6 box and upgrade kit within 3-5 days. I was fed up by then so I agreed.

Needless to say I heard nothing further.

On Thursday 15th August I tries Virgin again and spoke to Adriana who she seemed far more switched on than the previous agent and she promised delivery of a 360 box on Saturday 17th (today) and that Yodel would text a delivery slot. 

Yet again I have not received any communication from either Virgin or Yodel. Yodel’s agent has made a delivery next door and I asked him to check but he had nothing on the van for me.

I am busy the rest of the day but fully intend ringing Virgin yet again tomorrow. I am close to switching to Sky - just as bad customer service as Virgin but a good deal on offer.

Has anyone any other ideas?

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    5 months ago

    Hey Stagsfan, thank you for reaching out and I am so sorry to hear about this, also a very warm welcome to the community.

    I can see you've spoke to the team about this, did they manage to help at all? Cheers 

  • Stagsfan's avatar
    Stagsfan
    Tuning in
    5 months ago

    Hi Matt

    Raised a complaint on Sunday, got the auto reply. Had a message that the box was on its way but not heard from yodel as yet. Order does appear on  my Virgin media page.

    Resolutions contacted me yesterday with confirmation that the box would arrive on Friday. I’ll believe it when I see it.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      5 months ago

      Hey Stagsfan Thanks for the update.

      May I ask if the box had arrived as planned on Friday or not?
      Let us know.

      Kind regards,
      Ilyas.

      • Stagsfan's avatar
        Stagsfan
        Tuning in
        5 months ago

        Hi

        I received a text from VM at 10am on Friday saying that the box would arrive on Saturday, which it did. Just waiting now for my nephew coming in the next few days to put it in I am 78 and somewhat disabled so don’t feel able to do it myself.