on 10-07-2023 18:05
Still waiting for the new router needed with the Internet phone switchover
Had to persuade Virgin that I am capable of plugging a couple of items in ,so no engineer required ( what an ordeal that was.The operator's don't listen ,they just stick to their script)
Now the router hasn't been delivered and I don't want to go through the operators and start again
on 10-07-2023 18:42
Hi Peggywoo, thanks for joining our help forums and for your first post here.
A warm welcome to the VM community, we're delighted to have you on board with us. 🙂
Sorry to hear of the issues with your new hub and that you're not happy with our home phone switchover process over the call you had with our team, we'd love to best advise on this.
Please, allow us to explain that our processes and policies are very important to our agents as they determine the best way to support you with this change and ensure the right route will be followed to achieve this.
We do appreciate there's some hassle since we have a questionnaire in place in order to do this correctly, however it is required for your smooth experience during the migration.
About your new router, we'd love to help with any issues with it's order and delivery.
Could you please let us know if you've received any emails to advise on a hub being dispatched or a tracking code from Yodel after this call where we confirmed we'd send this out?
You may also visit your online account here to view any orders pending delivery, do tell us if you see any info there and we can assist more based on your feedback.
on 10-07-2023 19:17
Adri
No info at all ref. the router and hub delivery
on 10-07-2023 19:18
Adri
No pending orders either
Virgin really sucks
on 10-07-2023 19:34
Hey Peggywoo, thanks for checking and for letting me know.
Sorry to see how you feel about this though, it may as well just mean it is not yet dispatched.
Can you advise which date you spoke with our agent about the switchover and how long they confirmed it will take for this delivery?
Also, have you received any further information on this change in your landline service in general, following this?
Let us know and we're here to support you further with this.
on 10-07-2023 19:48
I spoke with your advisor about 2 weeks ago and she said about 7 working days for delivery
No other communication except a generic text regarding the changes
on 10-07-2023 19:52
Thanks for all the info shared, Peggywoo.
As we'd need to have a look into things and help, I will message you privately here soon.
Please, check the top right-hand side of our page to find a white envelope.
Click on this and you'll see my message.