Missing Router delivery for new customer

[DMShelton500]

Dear Virgin Media Team,

I was informed that my router for my new customer connection would be delivered yesterday via Yodel. I stayed in all day, but no delivery was attempted, nor was any tracking information provided to me.

The email I received regarding the delivery was generic and did not even include my address, which raises concerns about the accuracy of your process. Additionally, I had another parcel successfully delivered by Yodel yesterday (a day earlier than expected), so the issue does not appear to be with their service.

The Virgin Media app suggests I contact Yodel, but without a tracking number, this is impossible. I do not believe I should have to spend my time resolving an issue caused by an error on your part. This experience has been far from satisfactory, especially as a new customer.

Unlike others experiencing similar issues, I do have an account number.

Please let me know what steps you are taking to resolve this and ensure my router is delivered as soon as possible.

Thank you

[carl_pearce]

You aren't charged until you connect the kit.

[unisoft]

14 days cool off won't also start till delivery of the equipment as that is the later date in their t&C's.

Also, automatic compensation of £6.10 per day should apply credited at a later date.

[HN24]

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.

[SmiffyB]

Here's an idea...a simple one..... how about informing all the affected customers instead of leaving them in limbo forced to chase you for their missing equipment?

[AFM3000]

I'm in the exact same boat as you - though I've only been with them for 5 years. It's complete nonsense and there's no point carrying on being a VM customer

[Khatfield]

I am an existing customer of 17 years experiencing a similar issue, unfortunately the complaint has made no difference, all they have done with me is insist I sign an “improved” contract which requires new equipment which they cannot currently supply. I am furious with the utter contempt they have treated me with. 

[Stox1]

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.

[Kris99]

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!

[JayW999]

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 !!!!!

[Lee_R]

Hi @JayW999 thanks for posting and welcome back to our community.

Sorry to hear of the ongoing delay in your delivery. And sorry for any inconvenience this may be causing you. I can raise the complaint on your behalf. To enable me to do so, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R