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Start up kit never arrived...

Tuning in


I was due to receive my start up kit on the 8th April - I booked a day off work especially for the delivery. About 3pm that day no sign of the delivery from Yodel - I then contacted Yodel who informed me give it till 6pm and if it hadn't arrived to get back in touch. So sure enough got back in touch with Yodel just after 6pm to find they were closed until 8am on the Tue morning (sneaky) so to cut a long story short, got in touch with VM instead who said....give it until 9pm. by this time - booking a day off work as that was the only day available to myself for a long time I was getting quite annoyed.

Anyhow - no kit arrived - I have been in touch with VM to cancel as it was important I received the kit on that day only. When I finally got through to someone I find I'm being pushed to call the pre-install team - I explained this wasn't possible as I'm currently unwell and can't speak on the phone as they wouldn't be able to hear me - but they still pushed. I ended up saying OK as it would appear they were unwilling to simply cancel this for me and were adamant I needed to call the pre-install team.

Can someone simply - please just cancel my order? nothing has been delivered, nothing has been installed and frankly given the problems I've had with communicating this through to VM already I no longer wish to become a customer. I've lost a days holiday waiting for a delivery that never came, I've spent a long time trying to contact via online platforms already.

Yodel tracking by the way currently sits at:


It really is very simple - just cancel my order - I no longer wish to proceed at the moment.

Many thanks


Forum Team
Forum Team

Hi @S1976 

Thanks for posting and welcome to the community.

I'm really sorry to hear of your personal situation and also that you've had an issue with the delivery.

Looking at this via a system check, everything has been sorted for you so no need to worry. 

If you do ever need anything, please do pop back to our customer Forums 🙂

Best wishes.

Forum Team

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Hi John

Sorry, how do you mean everything is sorted? Last online chat I had with someone was that they insisted I call the pre installation team? And that's where it was left? 

Please DM me if need.

Many thanks 🙂


I will send you a Private Message S1976 to advise further 🙂



Hi, I decided to give VM another go and set up etc went no problems at all, however, my account hasn't updated with my new contract details could someone help with that please? I've tried WhatsApp and online chat who said it would happen automatically but it hasn't. Many thanks

Hey S1976,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your online account updating, has anything changed on your online account since you last posted or do you need further assistance?

Kind Regards,


Hi, nothing has changed. 

Many thanks

Forum Team (Retired)
Forum Team (Retired)

Hi S1976, 

Thank you for your reply. 

We are very sorry nothing has changed, this is not great to hear. 

We would like to take a look at this from our side so I am going to send a private message over to your inbox (red bar at the top of page). 

Please reply with the requested details and we will be happy to assist further.