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QuickStart delivery missing -- no notification of delivery time or similar

Just joined

I'm having problems getting delivery of my QuickStart self-installation package and I'm slightly lost where I can go for help now (after 14 calls, some admittedly not getting through due to being on hold, and one live chat conversation!).

The situation is:

Sat 18th:

- Supposed to receive delivery, waited at home for the delivery slot

- As the driver got closer on the app, I got a notification saying I'd refused delivery

- Took up with Yodel who said the package had been returned to Virgin so to take it up with them

- Took it up with Virgin and eventually by Sunday evening got it agreed that it'd be sent to me on Monday 20/05, and the agent said I'd receive a call in advance.

Mon 20th:

- Haven't received a call by 1pm and it doesn't show up in my app as an order so wondering if it is out for delivery -- speak to an agent on WhatsApp who says that it shows as delivered for me.

- Checked with neighbours, around my flat, etc, and there is no delivery (and I have taken the day off for the delivery so I've been here all day to see it).

- Trying to get through to pre-installation team but have been endlessly on hold. 

So I'm wondering if there is a way I can see the status of the delivery or, if necessary, rebook for a third attempt (possibly to a holding location rather than my house).


Forum Team
Forum Team

Hi @alexander6 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problems you've been having 😔

I can see you've spoken to the team since you posted. Has the matter now been resolved?

Please pop back to us at your earliest convenience.