No router delivery, no communication. Left chasing it up myself.

[Flippedpancake]

I was due to have my router delivered last week 12/12/24. I took the day off work to make sure I was in and available to receive the hub. The guy who arranged my upgrade was great and gave me a list of available dates. Thursday came around and having received no tracking info or anything from yodel by 3pm I rang to see if I could get a number. Called them up and told that “there was an unforeseen issue at their warehouse” and that it won’t be delivered. Looking on the forum found that this has been an issue for weeks, so why wasn’t frontline aware of this and still handing out delivery dates, did they not know? Or did they know but just told to operate BAU No idea of any timescale for delivery or anything. So I raised a complaint due to the fact I lost a days pay for this when it could have been easily avoided had they just been honest and either let me know at the point of order, or sent a text the day before to let me know. Got a call regarding my complaint but it wasn’t a good time so asked them to callback on Friday. He promised to arrange a callback but said “he had to resolve the complaint” before hanging up. So he did that and I didn’t get a callback. Spoken to a different team who advised me to keep any evidence relating to this and raise a complaint again once I receive it. The issue now is that I’ve 0 clue of a timescale 3 days, 3 weeks, 3 months? Very annoyed and disappointed with this service as I’ve been a customer for years. 

[Adduxi]

You are not the first to complain about this, and I suspect VM will not have any firm dates as to when the supply issues will be resolved.  I would also guess it will be first come, first served once everything is back to normal. Hopefully it will not be much longer.

[orbscure]

I know this'll be of little consolation, but I've been sat around all day today waiting for a router too. Plenty of text messages from VM before today advising me of delivery today and asking that I install it in the next 5 days, but nothing since... wonder if today counts as one of the 5 days before loss of service...

[Flippedpancake]

Exactly the same boat then. I totally get that things happen. But why don’t they update tracking info at the very least to indicate it definitely won’t be delivered when it should. I’d advise it def won’t be with you and you screenshot anything they send you to prove it. Their complaints process is appalling. But I got through to an English fella on their retention team when I threatened to cancel and get rid of my services who was lovely. He said the higher ups aren’t sure how they’re going to recompense customers affected by it. But to see the process through to the end, and then complain. Doesn’t help between now and whenever though 

[legacy1]

Maybe a case of virgin media not taking the hint from yodel in delivering hubs🤐

[Kath_P]

Hi Flippedpancake, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're waiting on receiving equipment. Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, and you'll updated as soon as there is any further information on your delivery. 

Apologies for any inconvenience caused. 

Thanks, 

[Flippedpancake]

I’m more than aware of the excuses provided. But my problem was and still is the complete lack of communication from yourselves. Not once has virgin reached out to me regarding this and I’m convinced had I not repeatedly chased it up, the only comms I would have had was an automated text saying “we regret to inform you that…. Etc” nothing accepting blame, just pointing fingers and nothing more. I was promised a callback I regards to a complaint, the complaint was closed and id heard nothing more. I’ve been told it SHOULD be with me by Friday, but I’ve also informed your team that if it isn’t, I’m cancelling my contract and taking my service elsewhere. Along with contacting the ombudsman as the absolute lack of communication is disgraceful. All we’ve had up to this point is finger pointing from yourselves. Again I understand things happen out of your control, but I’m sure most people on this forum wouldn’t be half as angry if you as a company were just open and honest regarding the whole thing. 

[Akua_A]

We truly apologise for this experience @Flippedpancake We truly want to do our best to help regarding this ongoing issue. We are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. 

Thanks,

[Flippedpancake]

So here’s an update.

spoke to an advisor earlier today online who assured me in writing that the delivery would definitely be made tomorrow. Ive screenshotted that, but didnt get any other confirmation. So tried again and waited 45 minutes on live chat, to get an advisor say that I wasn’t logged into the right account 🤷‍♂️. So tried to call customer services. Through to an off shore call centre, where he was adamant that I already had my hub and that “this is his job and he knew what he was talking about” explained that he clearly misunderstood and I’d like to complain. Call went on hold and through to their retention team. This guy was pleasant. However gave me the 3rd or 4th different excuse saying it was all yodels fault because they’re busy, even though previous advisors have said there was a warehouse problem. Basically told that there hadn’t been any update from yodel and the delivery date I had been given was completely plucked from mid air. Again repeating my initial issue of being honest and transparent. Agent said that there was absolutely nothing he could do, as there was no avenue to expedite delivery and no one to escalate to. So basically sit and wait or leave. So I’m currently on the phone to hyperoptic and drafting a complaint regarding non existent standards of customer service to anyone I can think of, starting with the ombudsman. I’d suggest anyone else who is fed up with this lack of communication and service do the same. I know it seems like mountains out of molehills but after losing a days wage due to this, I’m annoyed and this is the last straw.