New router ordered but never arrived

[HopelessGrapple]

I renewed my contract with Virgin on 27/03/24 and asked about getting a new router - ours is approx 8 years old - the superhub 2. The operator on the phone agreed ours was old and needed replacing. They said it would be sent out and I should receive it within 10 days but it never turned up. 

Can anyone else advise? I don't really want to phone them again. 

[HopelessGrapple]

Bump

[newapollo · Accepted solution]

Hi @HopelessGrapple 

The Forum Staff generally take between two to three days to answer posts (the forums aren't an instant messaging service)

Bumping your post just sends it to the back of the queue as staff respond to the oldest posts first. 

The quickest contact method is by calling either 150 from a VM phone, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

You can also text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112 but phone calls take priority and these methods can take 4 to 6 hours. 

EDIT: Have you checked /my-virgin-media to see if anything is showing there?

Scroll to the Quick Links section at the bottom of the page and click on Orders & Appointments,

[HopelessGrapple]

Hi .@newapollo - thanks for the info, first post here so I wasn't sure how it worked. There's nothing showing under My Orders, despite my earlier fairly long conversation with the relevant team. I'll contact them via the methods you suggested to try and sort out, thanks again.