Have the services been installed and running for over 28 days?
The info below is from https://www.virginmedia.com/help/gifts
When will I receive my gift?
Our trusted partner Exertis will despatch your hardware gift within 28 days of the activation or installation of your Virgin Media services. Once your gift has been despatched, it should be delivered to you within 14 days.
I have not received my gift / voucher after 28 days? What do I do?
Remember, if you are receiving a Virgin Media free gift of hardware or wine, it can take an additional 14 days for your gift to get to you once it has been dispatched. It is possible that the courier attempted to deliver it while you were not at home. If they did attempt a delivery, they will drop a card through your letterbox letting you know how to rearrange your delivery.
If you have not received your gift after 14 days of being dispatched, text us for free on 0753 305 1809 and one of our team will be happy to help.
Our opening times to speak to our team are 7am-11pm Monday to Friday and 8am-8pm Saturday to Sunday.
Who will deliver my gift?
Your gift provider will deliver your gift via the courier UK Mail. If you provide us with an up-to-date phone number, UK Mail will send a text to you on the morning of delivery to let you know they’re on their way