Two Pods Ordered - None Delivered

[mobailey]

I've ordered two free Pods over the past few weeks - and so far none have been delivered.  Not even a text, email or any orders shown in My Virgin Media.

The first pod was ordered on Saturday 4th November.  (I also ordered a hub upgrade from Hub4 to Hub5 at the same time - that WAS delivered promptly and all working very well. Great!)  Pods should have been "delivered to your house within next 3 to 5 days and you will get an email with order number and [t]racking details within 24 to 48 hours".

I then contacted Virgin Media on WhatsApp again on Friday 10th November.  I chased the order, and was told I will "get notification of the order soon".

I was then able to persuade VM that I will certainly need a second pod too.  A second pod was then ordered and "you will receive a text message confirming the delivery date" and that the "next available delivery date is within the next 72 hours"

All these deadlines have passed, and so far no there's been no confirmation of the orders, and no pods delivered.

Please can you check whether the orders really have been placed, and let me know when I can expect them?  (Account number and email account available if you request a PM.) 

Many thanks if you can help,

-Rachel Bailey

[Ayisha_B]

Hi @mobailey 

Welcome back to our Community Forums and thanks for your post. 

I am sorry to hear your Pods have not been delivered as yet.

Is there anything showing under 'Orders & Appointments' via your online account?

Let me know so I can offer further support if required. 

Thanks

[mobailey]

No, no orders on the VM website

[mobailey]

@Ayisha_B / anyone

To confirm, the page at: https://my.virginmedia.com/trackorder/view-orders still says:

"My Orders and Appointments

It looks like you don't have any open orders!"

Please can you help explain where my two orders have gone to, and when I can expect my Pod deliveries?

Many thanks

Rachel Bailey

[Carley_S]

Thanks for checking this @mobailey 

I have checked the systems at our side and can see that your hubs power levels are out of specification which would require an engineer to visit to investigate further. 

This may resolve issues you have with your WiFi performance and coverage, so I think it would be best to get the hub sorted first and then we can go from there. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 
 

[Carley_S]

 Thanks so much for joining me on private message @mobailey 
I have now booked you a visit for the power level. issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change your appointment please do let us know by 4pm the day before the appointment and we can rearrange at our side.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Keep us posted 🙂

[mobailey]

@Carley_S

Thanks for arranging this visit.  The engineer has just been, and he's been very helpful.  He's compensated for the strong power levels and everything is in the right range now. 

However, we agreed that this isn't going to make any difference to the WiFi coverage at all.  He agreed the house will need two pods, one at the back and one at the top.  He'll be writing this up in his report.

Can these please now be sent out to me (as originally agreed with VM over 2 weeks ago)?

Please don't say I need to phone up VM again, and speak to a SIXTH member of staff about this?

Many thanks if you can help,