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Horrendous Customer Service

LC-21
Joining in

Can anyone help here?  I’ve tried various numbers departments complaints online chat with no success what follows is brief timeline of woe. honestly to achieve this level of incompetence takes a dedicated effort.

25/09/23 - Delivery date of QuickStart kit however Yodel delivered kit to the incorrect address. Calls to both virgin and Yodel to report this. After much back and forth between virgin & Yodel I was advised by virgin a form was sent to back office and new kit would be delivered urgently and this would be confirmed by text/email in 24hrs

26/09/23 - No delivery made or text/email received. Further call to virgin was advised being dealt with and wait on a text.

27/09/23 - No delivery made or text/email received. Further call to virgin media advised no record of any action been taken but they would urgently send a new form would be sent urgently to the back office team and a text/email would be received by the end of the day.

28/09/23 - No delivery made or text/email received. Further call to virgin advised delivery would be made today between 11:00am – 13:00pm

28/09/23 - No delivery made or text received by 15:00. Further call to virgin who advised delivery would be made today between 16:00pm – 18:00pm and was given a tracking number for yodel (on checking with Yodel this number was invalid)

28/09/23 - No delivery made or text/email received by 19:00. Further call to virgin was advised there is no record of any action taken, no record of any deliveries being arranged and no tracking numbers are held on the system. Again, promised a form would be created and sent to the back office and new kit would be delivered urgently and this would be confirmed by text/email in 24hrs.

28/09/23 - No delivery made or text/email received.

30/09/23 - No delivery made or text/email received. Contacted virgin via online chat, I was advised package is out for delivery with either royal or Yodel. When asked for a tracking number they could not provide one as it was a “priority delivery request” but assured me the package would be with me by 20:00 today (30/09/2023) Complaint also raised.

To absolutely no surprise the delivery has not been made.

My package Is still activated despite being assured this would not start until I actually received the Kit to use the service.  I have been blatantly lied to at every interaction with Virgin so far with made up deliveries with invented tracking numbers. And I’m apparently being billed fort a service they have not delivered which is for all intents and purpose theft.

3 REPLIES 3

jpeg1
Alessandro Volta

The good news is that your contract won't be activated, and the billing started, until the Hub has been connected and working.

But this customer service is about average. Welcome to Virginmedia! 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Beth_G
Forum Team
Forum Team

Hi LC-21,

Thanks for your post. I'm so sorry to hear you've had such a poor experience so far, and have waited some time for your quickstart package to be delivered. 

I'll send you over a private message now so we can get this raised to the relevant team who can investigate further.

Thank you,

Beth

Beth_G
Forum Team
Forum Team

Hi LC-21,

Thanks for your message. I'm really pleased to hear this has now been resolved.

If you need any assistance in future or anything else, please don't hesitate to ask for help from here.

Kind regards

Beth