Delayed QuickStart Kit Delivery – Confusion Between VM and Yodel

[drj14]

Hi,

I’m reaching out to the community for clarification and assistance regarding the delivery of my QuickStart kit. Here's the timeline of events:

• Friday: I ordered a broadband package and was informed over the phone that the QuickStart kit would arrive on Monday.
• Sunday: I noticed the tracking information suggested delivery on Tuesday, but I didn’t have a tracking number.
• Tuesday: I contacted Virgin Media via live chat and obtained a tracking number. However, Yodel’s tracking page stated they hadn’t received the package from Virgin Media. After several calls to Virgin Media, I was assured it would definitely arrive, first by 6 PM, then 7 PM, and finally by 9 PM. It didn’t. In the evening I gave one final shot and messaged live chat - who said that it would be delayed by 48 hours
• Wednesday (today): I’ve been informed that the delay is due to a storm causing issues with Yodel. However, Yodel live chat keeps saying they haven’t received the package and can only update me once they do. I have been told by VM that it will take between 7-10 days

In the meantime, I have no WiFi and am being forced to rely on my mobile data, which is neither fast enough nor sufficient to carry out the tasks I need for work. This is adding significant frustration to an already inconvenient situation.

I’m stuck in the middle of conflicting information between Virgin Media and Yodel.

• Virgin Media: Says the package is delayed and blames Yodel, advising me to contact them.
• Yodel: States they don’t have the package yet and can’t help further until they receive it.

This situation is causing significant inconvenience, and I feel I’ve been misled multiple times regarding delivery dates. I’d appreciate clarification on the following:

1. Can I collect the QuickStart kit from a Virgin Media location or alternative location to avoid further delays?
2. Am I entitled to any form of compensation for the repeated delays, missed delivery promises, and confusion?
3. Who is responsible for ensuring the kit is delivered to Yodel and ultimately to me?

Thank you for your help. I hope someone can shed light on this and provide a resolution.

Kind regards,

Dylan

NOTE: I’ve noticed there are several other posts from customers experiencing the same issue and expressing similar frustrations. It would be incredibly helpful if Virgin Media could reach out to affected customers and clear up this confusion directly. I feel fortunate to have been able to contact multiple Virgin Media representatives to get at least some information, but I’m sure there are others who may not have the same resources or opportunities and are left in even greater confusion.

[Cardiffman282]

Both companies share a reputation for packet loss. 

[Nickabs]

Sorry to hear you are a number of us who are feeling really frustrated and misled.

Let's hope this is resolved soon, and that after this big bump in the road is sorted out that we can eventually feel we made the right decision to get Broadband with VM.

Mistakes can happen, being fully transparent and trying to make this up to customers differentiates the good from the bad. Regardless, it's a massive inconvenience right now.

[Mtreactive]

I’m another one without the packages being sent or in fact any sort of communication from either vm or yodel. For making me wait and loose a good honest wage I will be burning they’re equipment whenever I will receive it . Absolutely **bleep** show this company ….. got sky instead next day delivery and full tracking info associated with the delivery within the minutes . So virgin now can poke the equipment up they’re ass 

[Khatfield]

Similar issue with me, long standing customer with an NTLWorld email address, Renewed at the weekend given a delivery date of Wednesday 4th, Yodel, who I have found to be totally reliable, advise VM still have the new kit, chat service contacted yesterday, told 24 hour delay will be with me today. Have since spent 3 hours on the chat service and phone, eventually offered cancel the order, which does not show in VM’s app or cancel my contract, atrocious customer service, formal complaint raised, but not holding my breath.

[drj14]

UPDATE 05/12/24: I called up VM today with very little hopes. After a very difficult 20 minutes of being refused to speak to a supervisor - they finally put me through. The supervisor put me on hold to see what they could do to help and to my surprise he came back with a solution.

They have booked me in for an installation next week, and have asked me to call up to cancel this appointment if yodel deliver my package. The supervisor was very understanding, polite and helpful. 

I recommend to call up and request to speak to a supervisor to see what they can do. They told me that they were making an exception for me - but I am sure they can do the same if you call up. Again - the supervisor was extremely helpful, polite and apologetic. I am not getting my hopes up because I have seen previously on this forum page that even installation appointments do not get met - so lets see what happens. I feel sorry for people who are not physically able to call up VM to get answers from them. I hope everyone gets the compensation they deserve on this matter

[fireman999]

Apparentlly the warehouse that stores the quick connect packages was flooded and their stock was damaged.

So they have little to no stock at the moment to send out.

Already canceled my contract this morning after being fobbed off on delivery dates.

[Welvirsm]

It looks like the same is happening to me although I placed my broadband order on 17th Nov. Initially given a date of 20th Nov for kit then changed to 5th Dec . No delivery as of yet, no tracking number and virgin media account doesn't show any orders. Central heating not functioning as runs on WiFi, had to make arrangements to have my elderly mum to stay with my sister. Daughter works from home, now has to travel into work, extra expenses. As I haven't received any kit  can I assume I can cancel the contract? Going to start looking elsewhere. Any help or suggestions welcome, getting frustrated.

 Thanks

[Coffee0]

Was meant to get install kit on the 5th, still no sign of it. Anyone else still waiting?

[AFM3000]

Yep, plenty of people by the looks of it