Contact and timescales for replacement router

[Lucyfarrell]

My hub 5 died on Saturday (no lights on router and plug blinks pale green when router is turned on - solid green when turned off). Ordered a new one and got a text to say would be delivered Tuesday (3/12). Yodel tracking says still with sender and there’s been complete radio silence since Tuesday. Tried to contact live chat but they weren’t able to give me a timescale (up to 5 working days) but I’m over 5 wd’s now and still no update or contact. Does anyone know how I can find out when I’m likely to have internet again. 

[fireman999 · Accepted solution]

They have no stock to send you as it was damaged or contaminated at the distribution center.

You will not receive a new hub until they have new stock and the distribution center is back up and running.

Yodel are not to blame, as Virgin is not sending out any packages for Yodel to deliver,, no matter what Virgin tell you.

Any dates they give you at the moment is just to delay you from calling them back again.

Until the distribution center is back up and running and packages start to be sent out again,,,, you will have no internet.

[Carley_S]

Hi @Lucyfarrell 

Welcome to the Community Forums. 

Sorry to hear that you've not received your replacement to resolve your internet issues. 

We're aware of an issue affecting deliveries at this time, which has since been resolved. Please do let us know if you've not received any further communication about your delivery this week and we can look into this further for you. 

[poconnor23]

the virgin media lasdy Carley below states that the delivery problem has been solved ,well it has not, I was expecting my delivery today and have just received text message , no delivery and no date for future delivery either. today Weds 11th Dec. I am out of contract with my old suplier on Saturday.

[jbrennand]

This could be fixed with a Tech visit to fix a faulty Hub.  When you called it in as a fault - did they not offer a Tech visit to sort it - I dont understand why you went to "order new hub" straight away.  Were you doing an upgrade at the same time ?

See what VM say when they respond here.  In any case you are due compensation for this - see these...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...