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jnnrss
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Quick start kit hasn't arrived - Yodel promises to deliver but don't

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?

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MatthewS1993
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Re: Quick start kit hasn't arrived - Yodel promises to deliver but don't

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

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I am a serving Field Technician at Virgin however all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such
jnnrss
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Re: Quick start kit hasn't arrived - Yodel promises to deliver but don't

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?

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jem101
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Re: Quick start kit hasn't arrived - Yodel promises to deliver but don't

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!

jnnrss
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Re: Quick start kit hasn't arrived - Yodel promises to deliver but don't

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

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newapollo
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Re: Quick start kit hasn't arrived - Yodel promises to deliver but don't

Hi @jnnrss 

VM are responsible for the delivery.

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-or... 

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:

  • by an agreed date
  • within a reasonable time - usually within 30 days
  • If you want to cancel your order

You can cancel and ask for your money back if you don’t get the item either:

      • within 30 days of buying it
      • on the date you agreed with the seller - if it was essential to receive it by then (for example, for an event)
      • on the date of the second chance delivery you agreed with the seller

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.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

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