Router not delivered

[Neko2412]

Was supposed to have equipment delivered on the 3rd. Had no tracking info from yodel. The virgin tracking tells me to check with yodel, but yodel won’t speak to me without a tracking number.

while on the phone and webchats I’ve had excuses varying from “yodel is having issues because it’s Christmas” to yesterdays “please wait 24 hours, you’ll definitely get an email from yodel, we’re having issues with dispatch”.

I’m moving house and unfortunately my really reliable cheap current ISP aren’t in the new area, so the new house has no internet and I work from home. How do I get this fixed ASAP without more excuses? (Suggesting I go to a different ISP is very valid at this point)

[fireman999 · Accepted solution]

They have no self connect packages to send out due to an incident at the warehouse where they are stored.

So you will not get a tracking number from Yodel as they are not receiving any packages from Virgin.

If Virgin were more truthful maybe people would not be so angry at the delays.

But blaming Yodel , or the busy period before Christmas falsehoods just make things worse for Virgin.

You maybe waiting for a while , unless you can book an engineer visit as they will still have supplies of the modems at hand.

Good Luck.

[Neko2412]

Thank you!!

I just wish they’d be honest. If they said it’s gonna be x weeks or whatever, I’d just make plans for the meantime. But they keep doing the fob off “just wait 24 hours” rubbish. But I don’t wanna get a temporary solution in case it is only 24 hours. Based on what you’ve said, I’m just gonna go and get a temporary connection and pray that YouFibre work super fast to get the new area hooked up! (highly recommend btw - super fast, super reliable, great price and no in contract price increases) 

[Neko2412]

Out of curiosity, I wonder what happened to the distribution cebtre… I suspect it was set upon by angry customers, cos spending 30 mins on this forum makes it clear there’s a lot of people who aren’t happy with them 😂

[nick56]

My order was placed on 26th November - When will I receive it? 

[katiecolley]

Hi Kath,

Thanks very much for the update. It might be worth telling your customer service representatives on the phone line to give people this information! For several days they were erroneously telling customers that the problems were Yodel's fault, but now they are at least admitting that the problem at Virgin's warehouse is the cause of the issue.

The CS team are still giving customers very specific delivery dates, usually assuring the customer that the kit will be delivered in 24 to 48 hours maximum. I am currently assured that my kit will be delivered by tomorrow (Wednesday) at the latest, with an engineer coming to fit it on Thursday. However, I have been given more than one other false date in the past week, and made plans to be here to receive the kit, only for nothing to arrive.

I'd much rather be told that you aren't sure exactly when my kit is going to be delivered, than keep giving dates that you know are unlikely to be fulfilled! I'm sure you are aware that there are a lot of threads such as this one with messages from disgruntled customers, so might I suggest that you or one of your colleagues actually starts a new thread where people can discuss these issues with you directly?

[Matthew_ML]

Hey katiecolley, thank you for reaching out and a warm welcome to the community.

Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated

[hagus]

I was expecting a new hub from virgin today I knew it wouldn’t arrive as no tracking info from Yodel.  Looks like others have same problem. Why can’t virgin just let us know what’s happening.  I have had no apology or communication at all to tell me what’s happening.  Suppose I just have to wait and see if it ever arrives .  Their customer service is so bad lack of communication it’s so annoying.