Missing Router delivery for new customer

[DMShelton500]

Dear Virgin Media Team,

I was informed that my router for my new customer connection would be delivered yesterday via Yodel. I stayed in all day, but no delivery was attempted, nor was any tracking information provided to me.

The email I received regarding the delivery was generic and did not even include my address, which raises concerns about the accuracy of your process. Additionally, I had another parcel successfully delivered by Yodel yesterday (a day earlier than expected), so the issue does not appear to be with their service.

The Virgin Media app suggests I contact Yodel, but without a tracking number, this is impossible. I do not believe I should have to spend my time resolving an issue caused by an error on your part. This experience has been far from satisfactory, especially as a new customer.

Unlike others experiencing similar issues, I do have an account number.

Please let me know what steps you are taking to resolve this and ensure my router is delivered as soon as possible.

Thank you

[drj14]

Hi,

I am facing the same issue with VM. It was due yesterday but Yodel tracking app says it is still with VM. VM also told me it is due to a storm which i am almost certain is a complete lie. Your comment regarding yodel delivering another parcel early confirms this for me. We need answers from VM on what is going on and how we will be compensated. This is ridiculous!

[Nickabs]

Almost an identical experience with me, too. Not a pleasant start.

Informed by Virgin Media on multiple occasions a Router delivery would be with me yesterday. Altered my plans to be in at home during the day. At about 3.20 pm I got a text from Virgin Media to say my parcel was delayed due to reasons beyond their control (?) but was due to arrive 3rd December - the same day! Giving them the benefit of the doubt I also cancelled my evening plans as they had implied it was still coming yesterday. Nothing turned up.

Today I have nothing showing in my order on the Virgin Media app. I never got a Yodel Tracking Notification because I'm not convinced Yodel have seen sight of the parcel yet. You can install the Yodel app and if you use your email, home address and phone number it should automatically pick up any deliveries they have for you. 

I received a generic email from VM customer service today to ask how satisfied I am. Similar to yourself, not very.

I am sure we are a meaningless number, but it would be nice to be simply communicated with, and to see that customer service still exists, even if to add a credit to our bills to cover a couple of months broadband.

My old broadband connection expired Monday and, perhaps foolishly, I did not leave this to roll on a other month as I trusted VM would be up and running the following day. Now I am not sure what is happening and if I am even set to receive an order? I've been forced to temporarily use my phones mobile data for home and have used up 85% allowance within the last 24 hours.

Good luck to us all with getting this sorted.

And VM - we understand mistakes and issues sometimes happen, please just keep in touch with us about next steps or communicate status through the VM App.

Best wishes

Nick 

[lucy7715]

Yep, I’m the same. Supposed to be delivered 3.12.24. 
router still at VM- issues with their depot. I have a yodel tracking number- after numerous calls. Yodel is also saying it’s still with sender. On the VM app it now says I have no order details (but when I call- I do and still in process) just called again, they are hoping it will be delivered within a week of original date- next Tuesday for me. 
I have no internet, I work from home, trying to hot spot off work phone is slow going for my old work laptop and when I get a call, the laptop cuts connection 

if I can’t work, I don’t get paid 

😞

[lucy7715]

And to add to this- I ordered the package weeks ago, and set start date for the 3rd, on the reassurance from VM, that the router will be delivered before start date. Then got a message last week saying it will be the 3rd (start date) 

vm also blamed yodel to start with, but after a few phone calls- they admitted it’s still in their (vm) warehouse 

[jbrennand]

Try calling the Pre-installation and delivery team on 0800 052 1734 open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun. and ask to change it to a "Tech install". 

Tech will have all the kit in their van.

[Khatfield]

I raised a formal complaint with VM for exactly the same issue, yodel tracking number but router with VM. After being told by numerous customer support representatives that the issues was down to adverse weather, I was eventually told by the complaints team, that the delay was due to a ‘Chemical Incident’ at one of their warehouses and they have no idea how long that delays will last for! I have now cancelled the upgrade and will be leaving Virginmedia when my existing contract runs out after 17 years as a loyal customer. Cannot stand being lied to and then made to jump through hoops regarding my contract renewal due in the New Year.

[Khatfield]

More detail in my response above not weather related but chemical incident at one of their warehouses.

[Beth_G]

Hi DMShelton500

Thanks for your first post, a warm welcome to the Community Forums and to Virgin Media O2.

I'm really sorry to hear that your QuickStart delivery has been delayed. There is currently an issue at one of our warehouses which means that some customer orders have been delayed. We completely appreciate the frustration and we're doing our best to ship these orders out as soon as possible.

[Lydiaadams]

Hi Beth,

As you can see this is a huge issue for many of your customers at the moment. We ordered our box to be told it will arrive 5th December. Waited in all day to then get the same message as everyone else. This is not ok. We are paying for YOUR service and we can’t even use it?! We are having to use our mobile data at home which is quickly running out so going to have to pay for more if Virgin don’t get their act together. I also work from home so I will not be able to work, which again has a financial disadvantage and still paying for a service that your company cannot deliver anytime soon by the sounds as you cannot give a proper update. If this is not fixed I will be raising a formal complaint and hoping a compensation will be given to all these customers waiting!!! 

Lydia