Delay in supply of new hub and contract

[JayW999]

Used Virgin for a number of years now so I am aware of the difficulties of getting things done and the inability to give an honest answer to a query.

Some weeks ago, I decided to seek a new contract as mine expired early next year (2025).

I spoke (Monday) to Virgin, agreed content and price, and a date, as i needed an up to date Hub. The Hub was promised by Friday. I received a text on Thurs eve, from Virgin, to say that the Hub had been dispatched and YODEL would deliver the following day

Needless to say, nothing arrived. Contacted Virgin, (i won't go into the discussion) but was promised that the delivery would be within the week. Six days later a contacted Yodel who confirmed they had nothing front Virgin

Another call to v, apology and a promise to deliver within 24 hours, STILL NOTHING.

The new contract was due to start on 16 Dec, and I bet they will be charging me for the services I have never had from that date. They may not be able to deliver by a set date, but I bet they will remember the charging date

Appalling service and clearly the people on the end of the phone must deliberately tell you untruths, simply to get you off the line. I have now given up expecting my updated hub and contract to be in place before Xmas.

I wonder when the cooling off period starts!!!!

[Cardiffman282]

There is an ongoing issue with VM access to a warehouse it uses. I reckon January is realistic. 

[Barstaff]

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@JayW999 wrote:

Used Virgin for a number of years now so I am aware of the difficulties of getting things done and the inability to give an honest answer to a query.

Some weeks ago, I decided to seek a new contract as mine expired early next year (2025).

I spoke (Monday) to Virgin, agreed content and price, and a date, as i needed an up to date Hub. The Hub was promised by Friday. I received a text on Thurs eve, from Virgin, to say that the Hub had been dispatched and YODEL would deliver the following day

Needless to say, nothing arrived. Contacted Virgin, (i won't go into the discussion) but was promised that the delivery would be within the week. Six days later a contacted Yodel who confirmed they had nothing front Virgin

Another call to v, apology and a promise to deliver within 24 hours, STILL NOTHING.

The new contract was due to start on 16 Dec, and I bet they will be charging me for the services I have never had from that date. They may not be able to deliver by a set date, but I bet they will remember the charging date

Appalling service and clearly the people on the end of the phone must deliberately tell you untruths, simply to get you off the line. I have now given up expecting my updated hub and contract to be in place before Xmas.

I wonder when the cooling off period starts!!!!

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I take it that you upgraded your speed and hence a new(er) hub is required, the new contract can’t start until you get the hub on the grounds that VM can’t provide the service with the older model. So basically, they can’t start charging you for the new contract until the hub is supplied.

The potential problem might be if the hub still hasn’t arrived when your existing contract hits its minimum 18 month period (you say early next year) and you lose any discounts. Expect a fairly hefty price rise in that case.

The cooling off period starts when you get the new equipment and the new contract kicks in. The idea being that you have the chance to try it and if not suitable or not what you expected, then you have the legal right to revert back to the previous arrangement.