Self install kit not arrived - urgent

[vtank]

We’ve tried calling and got no where, hopefully a team member sees post here ASAP.

Self install kit was meant to arrive Friday 22nd via Collect+, didn’t. Called collect+ they said parcel is lost contact retailer. Called virgin said wait till Monday. Tracking still shows no updates.

Our existing provider contract ends on 28th and you’ve still not transferred our landline number (very important!!!!!!).

Can CS from here arrange for new kit arrive either getting engineer to drop one off TODAY or delivered by tomorrow  and ensure our number transfer is done by tomorrow as well 

thanks

[-tony-]

this is not CS - VM have a presence here but it can take them a few days to get to threads

for more urgent you need to ring - start here

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

[jpeg1]

In the meantime,  get your existing contract extended until the new service is activated and working to your satisfaction. There can be many reasons for delay.

[vtank]

Useless from pre-installs team just now. Insist shop has got it, no they don't. Collect+/Yodel tracking shows its not even out for delivery. Collect+ has told me its been lost by depot. I'm getting no where. Absolutely horrendous customer service and running circles on multiple calls

[jpeg1]

Welcome to virgin media !

[vtank]

Update: Yodel found the lost parcel, seems like it'll get delivered late at night.

However I still want to confirm my landline number will be transferred before 28th so would be great if CS helped with that here

Thanks 

[vtank]

Still no help, customer service still useless has no idea what's happening with our number port. 2 days left on our existing contract...

[jbrennand]

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@vtank wrote:

Update: Yodel found the lost parcel, seems like it'll get delivered late at night.

However I still want to confirm my landline number will be transferred before 28th so would be great if CS helped with that here

Thanks 

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As stated above CS do not respond on these boards (that's their advantage!) - A VM person will respond in a few days - so it will be quicker to call it in for the answer to your question

[vtank]

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@jbrennand wrote:

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@vtank wrote:

Update: Yodel found the lost parcel, seems like it'll get delivered late at night.

However I still want to confirm my landline number will be transferred before 28th so would be great if CS helped with that here

Thanks 

---

As stated above CS do not respond on these boards (that's their advantage!) - A VM person will respond in a few days - so it will be quicker to call it in for the answer to your question

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Instead of spamming every thread around here you may wish to read the posts, we have already done that for last 3 days.

And there are admins here DMing here to escalate issues including ports from historical threads. 

[spikey673]

You do realise every single time you post on your own thread, you put your post to the back of the que to be answered.

there are SOME VM staff on here, but 99% are customers just like you and I, that’s why it takes a few days for them to respond to the list of messages, which your constantly putting yourself to the back of.