Missing Router delivery for new customer

Hi,

I am facing the same issue with VM. It was due yesterday but Yodel tracking app says it is still with VM. VM also told me it is due to a storm which i am almost certain is a complete lie. Your comment regarding yodel delivering another parcel early confirms this for me. We need answers from VM on what is going on and how we will be compensated. This is ridiculous!

Almost an identical experience with me, too. Not a pleasant start.

Informed by Virgin Media on multiple occasions a Router delivery would be with me yesterday. Altered my plans to be in at home during the day. At about 3.20 pm I got a text from Virgin Media to say my parcel was delayed due to reasons beyond their control (?) but was due to arrive 3rd December - the same day! Giving them the benefit of the doubt I also cancelled my evening plans as they had implied it was still coming yesterday. Nothing turned up.

Today I have nothing showing in my order on the Virgin Media app. I never got a Yodel Tracking Notification because I'm not convinced Yodel have seen sight of the parcel yet. You can install the Yodel app and if you use your email, home address and phone number it should automatically pick up any deliveries they have for you. 

I received a generic email from VM customer service today to ask how satisfied I am. Similar to yourself, not very.

I am sure we are a meaningless number, but it would be nice to be simply communicated with, and to see that customer service still exists, even if to add a credit to our bills to cover a couple of months broadband.

My old broadband connection expired Monday and, perhaps foolishly, I did not leave this to roll on a other month as I trusted VM would be up and running the following day. Now I am not sure what is happening and if I am even set to receive an order? I've been forced to temporarily use my phones mobile data for home and have used up 85% allowance within the last 24 hours.

Good luck to us all with getting this sorted.

And VM - we understand mistakes and issues sometimes happen, please just keep in touch with us about next steps or communicate status through the VM App.

Best wishes

Nick 

Yep, I’m the same. Supposed to be delivered 3.12.24. 
router still at VM- issues with their depot. I have a yodel tracking number- after numerous calls. Yodel is also saying it’s still with sender. On the VM app it now says I have no order details (but when I call- I do and still in process) just called again, they are hoping it will be delivered within a week of original date- next Tuesday for me. 
I have no internet, I work from home, trying to hot spot off work phone is slow going for my old work laptop and when I get a call, the laptop cuts connection 

if I can’t work, I don’t get paid 

😞

I raised a formal complaint with VM for exactly the same issue, yodel tracking number but router with VM. After being told by numerous customer support representatives that the issues was down to adverse weather, I was eventually told by the complaints team, that the delay was due to a ‘Chemical Incident’ at one of their warehouses and they have no idea how long that delays will last for! I have now cancelled the upgrade and will be leaving Virginmedia when my existing contract runs out after 17 years as a loyal customer. Cannot stand being lied to and then made to jump through hoops regarding my contract renewal due in the New Year.

Hi DMShelton500

Thanks for your first post, a warm welcome to the Community Forums and to Virgin Media O2.

I'm really sorry to hear that your QuickStart delivery has been delayed. There is currently an issue at one of our warehouses which means that some customer orders have been delayed. We completely appreciate the frustration and we're doing our best to ship these orders out as soon as possible.

Same story here. I ordered my router on the 3rd of December and was told it would be delivered on the 5th. I waited in all day only to receive an SMS at 17:00 claiming that, due to issues “beyond their control,” the delivery wouldn’t happen, with no new delivery date provided.

Since then, I’ve wasted an insane amount of time trying to get any answers. Each call I managed to make—after navigating the maze of trying to find a working number—required waiting over 40 minutes on hold, that is, if you were lucky enough to find a number at all.

To make matters worse, today I received a call from 0800 520557. The call rang once before disconnecting, followed by a message claiming that the sales team had tried to contact me but “without success.” Well, it’s hard to pick up a call that rings only once! When I tried calling the number back, I got a message saying the number was incorrect. I suspect that they have to look like they have attempted to contact us...

Meanwhile, Yodel’s tracking page has shown the same status every day: “With Sender.” Virgin Media’s complete lack of transparency, coupled with the misinformation and constant blame-shifting, is not only unprofessional but borders on contempt for their customers. Mistakes happen, but the least customers deserve is honesty and clear communication.

This entire experience is reminiscent of the worst business practices from decades past. I will be taking my business elsewhere to a provider that values professionalism and respect for its customers' time.

Shame on you, Virgin Media.

I had the same issue and more

I became a new customer with Virgin Media, and the experience has been nothing but frustrating. Here's what's happened:

• I didn't receive my router on time (it was promised for 4th Dec but only arrived on 9th Dec).
• I waited in all day with no communication from anyone. I had to chase Virgin Media myself to find out what was going on.
• Since the router was late, I had to extend my service with my previous provider, which incurred extra costs. Virgin Media promised me prior these costs would be covered, but I've only been offered a small sum—nowhere near enough to compensate me. But follow today’s call I have been told this will be credited to me. I’ll believe that when I see it.

To make matters worse:

• I am still waiting for the Black Friday promo (an £85 credit and Disney+ for 3 months). There's been no info on this, and the call centre agent couldn’t confirm or sort it out for me. Why not??
• The call quality when I spoke with customer service was terrible—I had to repeat myself multiple times!

This has been a painful and drawn-out experience for a new customer. Virgin Media, how can you promise things in your advertising and fail so miserably to deliver them?

I need a resolution swiftly so I can just put this to bed and not waste any more of my time chasing for issues caused by yourselves.

Hi

in the same boat. New customer should have arrived today with my current sky service being switched off in two days. 

zero communication, and when rang to ask for yodel tracking number, the person couldn’t help.

has anyone asked for a engineer to install instead of waiting for it to arrive? Has that worked.

shocking experience, if not sorted this week will be cancelling during my cooling off period!

I too had a date for delivery, which was never kept AND the day before I had a txt to say it was on its way!!

Contacted YODEL,who confirmed that it was not with them. Contacted VIRGIN who apologised and said it would be another 6 days. I waited, but still nothing.

Contacted VIRGIN again, profusely apologies and was advised that it was on its way and would delivered within 24 hours.....still nothing

Of course there is no one i can contact to make a complaint ...... unless some one knows !!!!!

I waited 10 days after the organised date of the 20th December. That's caused me a load of logistical problems.

I connect it up this morning and it doesn't even work. The router appears faulty. I'm now 24 hours without internet. 

Like you, I'm flying through my data. I wonder how I'm compensated if I go over.