Bought a new router and it hasn't arrived

[HannahT]

I bought the Gig1 Fibre Broadband and have been waiting for the router to arrive. 

The order date was for the 6th of March and I took a holiday from work so I could get my package and install it. It never showed up and I haven't heard a thing from VirginMedia, no welcome email or anything so I could set up my account and find out what's going on. I've spent hours on the "Live chat" that isn't actually live talking to bots on a loop. I got 1 real human from the 2 days I've tried to make contact and they had no idea what they were talking about. I keep being asked to share my account number, though I don't have an account number because I haven't got a welcome email! 

I'm thinking about just cancelling my contract before it even gets here if this is the type of trouble I'm getting from the very start. 

[Client62]

Cancel by signed for letter : https://www.virginmedia.com/help/cancel-virgin-media

Cancel online : https://www.virginmedia.com/support/help/broadband-tv-and-landline?openExternal=true

[Zach_R]

Hi @HannahT,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that you're having some trouble with getting your services installed. Have you reached out to the pre-installation team about this yet? They can be reached on 0800 052 1734 and are available 8am-8pm during the week and 8am-5pm over the weekend.

Thanks,