Free hardware gift

[Rl6599]

Hi, 

it’s been several weeks since my services were activated, I know it says within 28 days etc etc, but I’m wondering if there’s any way an employee from Virgin media can update me? I haven’t had any email regarding my free gift. 

Thanks 

[japitts]

You'd posted in the chatter & natter section which staff don't generally monitor, so I've moved your post to the account section.

What is the gift you're waiting on?

[Rl6599]

Thanks very much, sorry I’m new to this. It’s the Xbox series S 

thank you 

[Jodi_S]

Hi Rl6599,

A warm welcome and thanks for posting on our community forums. We're very sorry to hear that you've not received your XBOX series 5 from us currently.

Can we ask how you placed the order for this free gift? Was it directly through ourselves or a 3rd party website?

Kind regards Jodi. 

[Rl6599]

Hi Jodi! 

thanks for your reply, I placed it directly through the Virgin Media website, it was the M350 Broadband offer with either an Xbox series S or £200 bill credit if taken out before 22/12/22. I took the offer out, and chose Xbox Series S as the gift. 

Many thanks 

Pauline 

[newapollo · Accepted solution]

Hi Pauline,

Have the services been installed and running for over 28 days?

Info below from https://www.virginmedia.com/help/gifts 

When will I receive my gift?

Hardware Gifts
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

[Ashleigh_C]

Thank you @newapollo for posting this information.

Have you been able to follow the steps outlined in newapollo's post @Rl6599? If so how are things looking now? 

[Rl6599]

Hi Ash,

It’s been more than 28 days since activation, can someone please look into the free hardware gift. Still no notice to dispatch or email of any kind

[Matthew_ML]

Hey RI6599, thank you for reaching out and I am sorry to hear about this.

I am going to send you a PM so we can look into this for you, please look out for the purple envelope. Thanks 

[Rl6599]

Hi, 

It’s been more than 28 days since activating my services and I haven’t had an email to say anything has been dispatched, I know the whole 28 days and 14 days to dispatch thing but I still haven’t received any email to see if it has been dispatched or not. 

Thanks 

Pauline