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Virgin failing to deliver equipment after moving home

Joining in

I phoned Virgin Media in December last year to book in a move day for 16 Jan. 

I was assured that my old router is going to work at my new place and I only need a cable to connect and activate it. 

Come 17 Jan I receive the cable but it turns out the old router will not work at my new address and I need to receive a new hub. 

After speaking with 3 Virgin media representatives they finally book in a new hub delivery for 19th Jan.

Come 19th Jan I don't even receive an email from courier and I phone up Virgin media again to check on order status. I was assured that it's coming on 19th or the 20th.

Come 20th Jan still no email from courier, I phone Virgin media again and *someone* seemed to cancel my new hub delivery. That someone seemed to be from Virgin Media Team.

I phoned them again and now I have a technician coming on 24th Jan with a new hub allegedly.

I wonder if they will cancel again or having engineer turn up without the hub. 

All while paying >£40 with no internet.

Could someone please help? Why would virgin book in a hub delivery and cancel it at the same time?



[MOD EDIT: Personal and private information has been removed from this post.]


Forum Team
Forum Team

Hi exxo86,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear about the poor experience you have had since moving home. Unfortunately, we're limited on the support we can provide for Movers issues via our Forums.

Our Technicians are equipped with the equipment that we provide - excluding Wi-Fi Pods. Therefore, they will be able to get things installed during their visit.

I've had a look on our side, and can see you have since spoken with our team, who has been able to advise further on this for you. If you do need any further support after the visit you've mentioned, please let us know or give our Movers Team a call on 0345 454 1111 (Opt 4 - Opt 3 from the Main Menu).


Reece - Forum Team

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