Delivery and installation issues: please post your updates here.

Great Idea! 

We ordered 05 December and promised delivery on 09 December. We received emails from Virgin on the run up to delivery confirming the date (but no address or tracking number) and on the morning of 9th, we received a text from Virgin confirming that the delivery was going to be made. However before 10am, we recived a second text saying that due to circumstances out of their control it wont be delivered and they cannot give us a date that we can expect to receive it.

I called the customer services team last night (9th) and they told me that the kit will 100% be delivered in 48 hours. As we discovered that we do not have a wall socket, I requested a technician to come out on 12th and the customer service agent said okay but if the kit is not delivered then we must cancel the appointment or we will be charged. We never received confirmation of the technician appointment so I'm assuming that wasn't booked as he knows the kit isn't coming.

He guaranteed me in one breath that the kit would arrive and then in the next breath told me I had to cancel the tech appointment if the kit didn't arrive so i am assuming that, like everybody else, my kit isn't arriving in the next few days.

To make matters worse, our home security system (cameras and alarms) are both run on Wifi so Virgin media are now putting my family at risk. I have explained this to them and they do not seem to be taking it very seriously.

Virgin Media need to give customers some kind of update on when they can expect services to be delivered. Even if it is a timeframe customers won't want to hear.

My self-install hub was due to be delivered on Saturday 7th December (ordered on Tuesday 26th November).

After chasing every day via chat support, today I finally got someone who has given a clear indication of how long this delay will be:

'I just reviewed your account and I can see that you have an order placed in the account and it was scheduled to be delivered on the 07/12/24.

I am so sorry for the delay and I see that the tracking details has not generated yet and the package seems to be in the ware house due to an internal issue. I can understand how difficult this could be for you we will make sure the package reaches you before the 1st of Jan and the tracking details will be sent to you once the package is in transit.'

So it seems we will be waiting until the new year for our broadband, unless we cancel and find another provider.

Hello great idea

i was supposed to receive my TV self install kit on 6th of December but I didn’t 

can anyone please help?

kind regards

eils82

Good idea, I like many others on here was due a QuickStart delivery (07/12/24) but this has still not been received 

Called and was given a tracking number saying the router had been despatched, Yodel had the package and that it would “definitely” be delivered on 07/12/24. Yodel tracking says the package is still with Virgin (which is believable as my other Yodel deliveries last week have sent me email updates, whereas no email update regarding the Virgin package)

Received a message yesterday on my post from Carley (Virgin employee) who asked to confirm if I had received any further communications regarding my delivery. I stated I haven’t and have had no further contact from Carley or anyone from Virgin for that matter

Completely non existent Virgin communication and terrible customer service and like many others on here this seems to be a common theme. 

I had a deliver date of the 5th Dec mine is also still with Virgin having checked with Yodel. Looks like from reading posts it could be January by the time I see it....

---

katiecolley wrote:

Could I suggest that everyone who is experiencing such issues posts in this thread, so we have all the relevant information relating to the situation in one place?

---

If individual users would like replies from VM staff, it's far better to have individual threads with their specific issues.

Multiple users joining in tends to create more of a "rant" type post where it's far more difficult for individuals to be responded to.

Hello everyone,

Looks like a good place to vent my frustration about this as well - I upgraded my package and was due to receive a new router on Saturday (7th). The day before I received two texts - one informing me the package will be delayed indefinitely and they couldn't tell me when I was due to receive it. The other confirming the package has been handed over to Yodel.

Nothing turned up...

I tried Virgin's live chat yesterday (9th) and was told the delay was due to Yodel's systems being down and that the package will definitely arrive by lunchtime today. They refused to give me a tracking number and, well, nothing turned up...

Phoned up the installations team today (10th), was told the same story and - after insisting - managed to get a tracking number. I was assured this would definitely arrive by the end of the week. Checked the tracking number on the Yodel website and the package is still with Virgin. Yodel also confirmed this via their live chat. Great...

This isn't my first rodeo with Virgin's customer support - a few months ago I moved my package to a new address , was assured nothing would change and...yeah, all my promotional discounts were gone and the monthly price skyrocketed. Luckily they sorted it out, although it should've never happened in the first place.

It's a shame, I'm really happy with the product they provide, been with them for 5 years and would like to carry on giving them money every month, but life's also too short to keep arguing with corporations. I'm especially not a fan of dishonest customer service.

If my new router isn't here by Friday, I'll have to cancel my order and take my business elsewhere.

Sorry for the rant, it's sad to see others going through similar things as well. Hope this mess will get cleared up asap

Packages are on the move from VM's warehouse to Yodel finally. I expect most people will have a delivery attempt by Dec 24th. You will get an email from Yodel in the first instance during early hours, probably saying they will deliver later that day. Yodel themselves have high volume of parcels so its completely possible that Yodel might introduce a delay in some areas too.

I'm going through this hell too! Was supposed to arrive yesterday but got the dreaded cancellation message, and spent the last 2 hours trying to get someone at Virgin Media to give me an answer. I had one rep actually cut the call when i asked what they could do to help me! I was told that it was Yodel's fault because they have issues in their warehouse and that nothing will move until the 20th 😞 I rely on my broadband for work so I'm really at wits' end to see how I actually get my work done.

This is such a disaster on their end, but should there not be some protections against deliberately giving misleading information and not helping customers?

Apparently Virgin Media have directly contacted the customers affected to apologise! Has anyone else been directly contacted? I certainly haven't; plenty of profuse apologies from the poor lackeys on the customer service line when I ring them yet again to ask where my latest promised order is.