Forum Discussion

Bassman1979's avatar
Bassman1979
Tuning in
2 months ago
Solved

HUB Delivery delays

Here we go again? 
I originally upgraded to Gig1 on 20th November with a Hub5 due to be delivered 3rd December.  It didn’t arrive due to a number of reasons (yodel have it but haven’t delivered due to snow, rain, being busy) but after several phone calls with VM I was told there was an issue at the warehouse but I’d have my router by the 20th December but would get an update by the 13th at the bare minimum.  Hub didn’t arrive nor did I receive any update from VM so I called and was told that the backlog was albeit cleared but I should have had the Hub by now.  So the VM advisor re-ordered my kit to be delivered today, processed a new contract and I received a text from VM yesterday saying my kit would arrive today….guess what?  Nothing and  tracking info on Yodel still states “with sender” and after speaking to VM tonight I’m back to being told it’s 100% with Yodel and they’ll deliver it in the next 24-48 hours. 

Are VM still having issues getting equipment sent to customers or are yodel not updating their app??  

  • dwonk65's avatar
    dwonk65
    2 months ago

    Equipment is now being sent out I have a Pod arriving to day, I think the issue with delivery delays was due to an ammonia release in a shared warehouse facility 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Given the complaints about delivery of used / grubby Hub 3 and Hub 5 units,
    it would appear are short on stock.

  • newagetattoo's avatar
    newagetattoo
    Tuning in
    2 months ago

    Wait now till they will send bill to pay as they did to me had same situation as you and they didn't deliver my hub 5 but they charge me for new month with old contract price when from 4th of December I sign new contract for 1gig ... It's just a biggest scam so far.. check trust pilot it look like soon Virgin media will loose all the customers as they do t care at all

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

    Hi, I cant help you on where the first box went, but I can almost guarantee that a second box hasn't been sent out. I've been waiting for a new box since end of Nov. Called VM today and have finally been told there is an issue with the warehouse and no boxes are being sent out at the moment and they can't tell us when this problem will be rectified. A VM representative also confirmed this to me on here on a different post. Hope you get your box soon. Some people have been told they won't get delivered until after Christmas, but who knows. Such a shame Virgin haven't contacted those affected directly.

  • dwonk65's avatar
    dwonk65
    Tuning in
    2 months ago

    Equipment is now being sent out I have a Pod arriving to day, I think the issue with delivery delays was due to an ammonia release in a shared warehouse facility 

  • Bassman1979's avatar
    Bassman1979
    Tuning in
    2 months ago

    VM called me back this morning.  Both my orders are still in the warehouse with no idea when/if they’ll be sent.  They’ve arranged for an engineer install next week and the job will be on the van.  Hope this is the end of my frustration and delay 

  • Meagle66's avatar
    Meagle66
    Tuning in
    2 months ago

    Ordered new equipment and contract change on Dec 5th, due for delivery on the 9th. Received a text saying it wasn't going to happen and then nothing.... Chased as old payment is due to go out soon, and was told that I would be charged but refunded the difference. The guy on the phone was helpful but couldn't give me any date for delivery of the kit. Would be nice if VM were a bit more proactive in their customer service, rather than us having to chase and chase and chase!

  • Bassman1979's avatar
    Bassman1979
    Tuning in
    2 months ago

    December 23rd.  First hub that was due 3rd December and “disappeared” was delivered by Yodel today.  Installed it, got it activated and now getting my new contracted speeds.  Engineer tomorrow now cancelled but was told there were no guarantees that he would have had a hub anyway. 
    if only VM had been more proactive in contacting customers and holding their hands up rather than waiting on customer calling them to be told lies about the delays, fobbed off with unachievable timescales it would have made this whole saga that little bit easier. 

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

      Glad you've got your hub. I received mine on the 24th (no warning or messages from VM though. Hope everyone else starts receiving theirs soon.