Self-install kit not delivered on due date

[eff-ell]

I ordered broadband service a couple of weeks ago to be installed on 4th December. I received an email yesterday saying the kit will be delivered on due date but with no tracking information. Waited all day but no kit delivered.

Asked customer services by chat yesterday and they said there are delays and to wait for 24 hours. No tracking information today and on contacting customer services again, same reply asking to wait for 24 hours. They couldn't provide me a tracking number saying Yodel haven't picked it up from their warehouse yet. So if Yodel haven't picked up the kit yet, how will it be delivered in 24 hours.

Looks like there are major delays with Yodel and they haven't picked up loads of kits and virgin media is keeping customers in the dark about it, just asking them to wait for an arbitrary time which is ridiculous.

[drj14]

Sorry this is happening to you. Having the same issue here. 
https://community.virginmedia.com/t5/QuickStart-set-up-and/Delayed-QuickStart-Kit-Delivery-Confusion...

Seems like a few people who signed up recently are having this issue. Hopefully someone from VM can come back to us and give an honest reply of whats going on. 

[fireman999]

Apparentlly Virgins quick start packages have been damaged in a flooding.

So they have very little to no packages to send out for Yodel to deliver.

It could take Virgin a little while to get new stock in.

[eff-ell · Accepted solution]

My kit was finally delivered today. Wouldn't have been so painful if virginmedia had informed beforehand about the few days delay and everyone would've planned accordingly.

[Beth_G]

Hi eff-ell

Thanks for your first post, welcome to the Community Forums!

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. You should receive further updates via SMS when your package will be delivered, once we know more.

[Jessf09]

Mine was sent out on 28th Nov and I’m still waiting for it.

[Akua_A]

Hi @Jessf09,

Welcome to our community forums and sorry to hear you are having similar issues with delay in your delivery. 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. Please bear with us in the meantime. 

Thanks,

[Tracy16]

I am one of those affected customers and I have not been contacted directly once! I have had repeated different stories and answers each time I have called to try and find out what is going on…. From being guaranteed delivery today from webchat yesterday it has changed to hopefully before 20/12/24. Despite the fact I have no internet. The customer service has been woeful.

[not_vry_happy]

I would argue that Virgin have not contacted the customers, at all. 

[not_vry_happy]

I don’t think anyone actually has been contacted. I don’t really think Virgin know their ar*e from their elbow.