Starter kit not arrived, preinstallation team no response, online chat silence

[sainnr]

Signed up for VM Broadband beginning of December (contract sent on 2nd Dec). But my Virgin Media starter kit did not arrive - partially due to issues with Yodel who failed to re-arrange the delivery or keep the starter kit for pick up.

• Yodel now points me to contact VM.
• Tried to call preinstallation team using phone number recommended previously, but no response. 
• Online chat does not connect me with an agent via WhatsApp - just complete silence.

What do I do now?

[jbrennand]

Try the sales team - they will still be answering calls !

the Sales team is on 0800 183 1234

[Tom_W1]

Hi @sainnr thanks for your post although we're sorry to hear of the concerns you've raised here. 

It's not clear if you still need assistance on this as there has been some time that's passed since your earlier post, but if you do still need some help please don't hesitate to let us know.

Many thanks

[sainnr]

Hi @Tom_W1, yes I still need help with this

[sainnr · Accepted solution]

I actually got lucky today with reaching out to chat support who pointed me to the pre-installation team who explained that the account got cancelled after returning back the equipment (from missed Yodel delivery). Who then directed me to the sales who re-started the new contract on my account. This should be sorted now, but anyways thanks both for responding on the thread!