New account but install kit not delivered

[Justtrying]

I joined virgin broadband online a couple of weeks ago and selected Monday 23rd for kit delivery. It didn’t turn up and whilst virgin have been trying to call me, I’m rarely able to answer my phone so have never spoken to them and have no idea what’s going on. 

can I cancel? 

[jbrennand]

If just waiting on Hub delivery, call the the Sales team on 0800 183 1234
Or Call the Pre-installation and delivery team on 0800 052 1734 open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun.

Note - VM usually use Yodel to deliver home start packs

[Justtrying]

Thanks. It’s been weirdly hard to get through to them but the second number worked. Turns out they’d randomly cancelled my order/package and I think given how awful even this basic process has been, I’m going to find another provider!

[Rosebush18]

So fair enough, you have had a glimpse of the quality of VM’s customer service provision even before you are a paying customer, so wonder just what it might be like if you were signed up for an 18 month contract!

[Carley_S]

Hi @Justtrying 

Welcome to the community forums 

So sorry to hear that you've decided not to carry on with an order with us, after the random cancellation of your first order. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide.

We always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.

We wish you all the best with your new provider and hope we do see you ordering with us again in the future.