Forum Discussion

drj14's avatar
drj14
On our wavelength
3 months ago

Delayed QuickStart Kit Delivery – Confusion Between VM and Yodel

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.

  • Nickabs's avatar
    Nickabs
    Tuning in
    3 months ago

    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's avatar
      Mtreactive
      Joining in
      3 months ago

      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's avatar
    Khatfield
    Tuning in
    2 months ago

    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's avatar
    drj14
    On our wavelength
    2 months ago

    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's avatar
      fireman999
      On our wavelength
      2 months ago

      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's avatar
    Welvirsm
    Joining in
    2 months ago

    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's avatar
    Coffee0
    Joining in
    2 months ago

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

    • MM2099117's avatar
      MM2099117
      Tuning in
      2 months ago

      I spent literally about 5 hours arguing over the phone on Friday after being repeatedly told the quick start kit would arrive before Monday , and they can't do anything, to eventually be told they can cancel the quick start, and move my contract over to be exactly the same but with a technician install who will bring one

      I got a call today confirming the engineer will be here in the morning

      And now at 0100 Wednesday, yodel finally got my package and will apparently the deliver the cancelled incancellable package today

  • unisoft's avatar
    unisoft
    Knows their stuff
    2 months ago

    Packages are starting to move now from VM's warehouse to Yodel, so most people should be sorted by Dec 24th.

  • boothy99's avatar
    boothy99
    Fibre optic
    2 months ago

    Having delivery / tracking issues with Virgin / Yodel too.

    I requested a replacement 360 set-top box from Virgin Media 7 days ago after the current one broke down. Yodel tracking still says "With sender". I called Virgin today to be told initially that there was no record of an order on my account 🤔 After giving the assistant the Yodel tracking number, the order request was found. I was informed that the kit had been handed over to Yodel in spite of Yodel's alleged "With sender" (Virgin). Having read numerous posts here, I'm non the wiser whether it's with Yodel or awaiting posting from Virgin.

    I'm sitting here with my phone on Yodel Chat 🤔 .... I'd been waiting for a connection to one of their team - 50+ minutes later after burning my eyes watching the screen, waiting .... I turned my head away briefly & missed the darn connection 🤨 Trying again (going slowly blind). If I ever connect again, I "hope" to discover where the kit is sitting.

  • Coffee0's avatar
    Coffee0
    Joining in
    2 months ago

    now getting told that nothing will arrive until January 😮 Anyone else? 

    • boothy99's avatar
      boothy99
      Fibre optic
      2 months ago

      Hi Coffee0,

      Heard nothing since calling Virgin 😕

  • Dahlia299's avatar
    Dahlia299
    On our wavelength
    2 months ago

    Thanks for sharing this, I'm also still waiting for kit. Upgraded in November, last delivery date given was 6th December and heard nothing since. I've contacted them 3 times, including raising a complaint and still nothing. Was promised it would definitely be with me by tomorrow but again, no tracking number. I'm now past the 14day cooling off period, do you think I can still cancel as I haven't received the kit?

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 months ago

      Hi Dahlia299 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear you haven't received your kit 😔

      Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. 

      We're working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

      Have you decided you'd definitely like to cancel at this stage? If so, please pop back to us and we can discuss the matter further.

      Regards,
      Daniel

      • Dahlia299's avatar
        Dahlia299
        On our wavelength
        2 months ago

        Hi Daniel,

        Thankyou for responding. I actually called the cancellation team today. The lady said the same as you, that all boxes are delayed due to the warehouse issue.

        You say in your message, that all those affected by the delays have been contacted, but this simply isn't true. I certainly haven't been contacted, it wasn't even mentioned when I raised a complaint about it or in the numerous online chats I had. The advisor I spoke to said she has been dealing with calls about the missing/delayed packages for days, so others clearly haven't been notified either.

        I understand this is an unprecedented event, but the lack of information is really the issue here. This has been going on since the 1st of December and affecting deliveries from the 29th November and only now are all the customer service agents aware of it. As recently as Monday we were still being told 'it will be with you in 48hours'. 

        I really hope we will all get an update soon. I do appreciate all of this is beyond your control.