I have ordered a VM router and it has not arrived.

[bedwed]

Hi folks,

I ordered a router that was scheduled to arrive at my new address on Saturday 27th May 2023 for a Gig1 Fibre Broadband & Weekend Chatter package, but has not arrived yet.  I have only received the order confirmation (with reference number) and the order documents (with contract information sheet number) via email so far, but no other correspondence since 22nd May.

I don't have an account number yet, so cannot get through to customer services.  Please advise.

Thanks,

Steve

[VM-Jon]

Hi @bedwed 

Thank you for reaching out to us here, to the community.

Please accept our apologies for the difficulties you are having, I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

Thank you

Jon

[Megan_L]

Hi Bedwed,

Just checking in on how you've got on with VM-Jon since you last posted? 

If you still need help we are more than happy to! 😊

Thanks,

Megan_L

[bedwed]

Hi Megan,

I had a reply saying that the matter would be chased up on Monday (yesterday).  I have heard nothing back, and have not received any call from customer services as promised, so I think I will cancel my order as the lack of movement or communication with me about the nature of the issue on this is not acceptable.  The only contact I have had is via automated Whatsapp messages, attempting to sell me another service/package, even though I have already placed an order, therefore seemed pointless.

I'm not sure exactly what the problem is, but I expected that the solution would be a case of sending out a router self-installation kit to my new address.  As I work from home, an internet connection is a requirement, so this already a major problem.

Steve

[Akua_A]

Hi @bedwed 

We truly apologise for this experience on behalf of our team. To best help with this I have sent a private message.

Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,