Virgin Media Community

[SR2499]

Similar issue with Yodel for me, but even worse as they lost the QuickStart box in their depot. Apparently the tag could be damaged or missing and they can't find the parcel.

I have been waiting for 2 weeks to get this parcel after chasing Yodel and VM daily to finally get an explanation.

Now I have to wait for VM to raise a complaint with Yodel to recover their equipment, but still no solution for my internet connection as no new QuickStart box is being sent in the interim.

I hope I will pass the patience test to be admitted in the community of VM customers.

[MOD EDIT: Post split to create own thread and title changed for clarity]

[Hayley_S]

Hello @SR2499,

Welcome, thanks for posting.

I am so sorry to see that this has happened.

Can you please confirm this was for a media account and not a mobile?

Many thanks,

[SR2499]

Hi Hayley,

It was for a media account.

VM process is completely dysfunctional for this situation.

instead of sending a new box, VM support is waiting for Yodel to return the lost equipment before sending it again. It is stupid, because if Yodel had it, they would try to deliver it to my address and there wouldn’t be any issue.

As Yodel lost the parcel in their depot, there is little chance it will ever happen.

as a last resort, I’m considering cancelling my account and reordering for fresh start.

[Kain_W · Accepted solution]

Apologies for the delays regarding this SR2499,

Our team require an update from Yodel regarding the package before another set of equipment has been sent out.

Are you still waiting for the package to be delivered?

Thanks,

[SR2499]

Hi Kain,

Out of the blue and without any notification, Yodel finally delivered it yesterday.
It was such a miracle.

I guess that someone stepped on the parcel in the middle of a Yodel depot spring cleaning and had the good idea to finally hand it over to a delivery team.

I hope connecting the modem will be much easier than receiving it.

Thanks,

Sami

[John_GS]

Thanks for coming back to us, Sami.

Apologies again for any delivery issue but glad all sorted. How are you getting on with the new router?

Best.

[SR2499]

Thanks for your message John_GS.

Everything went smoothly when we finally received the box. It was very easy to install and the broadband is very fast.

If there are so many issues, VM should recommend Collect+ by default instead of Yodel home delivery.

[Ashleigh_C]

We will certainly feed this back to the relevant teams @SR2499 and thank you so much for your updates. It's great to hear the box is working well for you. 

Please do reach out to us again should you need any assistance in the future. 

Thank you again.