on 19-12-2021 09:51
I've been waiting for my quick start kit to arrive since 15/12/2021 (originally scheduled for 8/12 but then rescheduled to 15/12). Virgin CS originally told me yodel is experiencing up to 48 hours delay. I contacted yodel CS and they said they'd deliver it 18/12 but it didn't arrive. Is there any where I can get a kit in person in London?
on 19-12-2021 13:57
I’d give it a few more days to see if it appears, if not call virgin and ask for a tech visit to happen
on 21-12-2021 13:45
Me again. Yodel has informed me they have sent the kit back to virgin. Virgin has told me 2 days in a row it hasn't been marked as returned in their system so they can't do anything. Seriously. Is there anywhere I can get a hub myself?
on 21-12-2021 18:33
Alas no, it has to be the one which VM setup for you and (supposedly) send out - whatever you do don’t be tempted to buy one on eBay or whatever, they absolutely,100% will not work.
Now, you might want to give some consideration as to whether signing up with VM was a good idea in the first place if this is the level of competence displayed by them and their carrier of choice!
on 21-12-2021 19:00
Believe me, I would cancel if I could but VM has said I'd have to pay a cancellation fee and there's no other broadband provisers in my area with comparable speeds. I miss hyperoptic already
on 21-12-2021 20:07
Hi @jnnrss
VM are responsible for the delivery.
If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you.
If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility.
If you still want your order
Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either:
You can cancel and ask for your money back if you don’t get the item either:
If you're not happy with the seller's response
If the seller refuses to redeliver the item or give you your money back, you can take your complaint further.