Virgin Media Router Delivery Issue

[ShamsUddin]

As a new Virgin Media customer, I was expecting my router to be delivered two days via Yodel. I stayed in all day, but there was no delivery attempt, and I didn’t receive any tracking information to follow up. The email I got about the delivery didn’t even have my address, which makes me worry about how accurate Virgin Media’s process is.

I did receive another parcel from Yodel the same day, so the issue isn’t with their service. The Virgin Media call centre told me to contact Yodel, giving me a tracking number. It's been stuck and waiting for virgin media to send for days now. 

This has been really frustrating, especially as a new customer. I am a work at home employee, and need WiFi to keep the lights on. 

I’ve contacted Virgin Media and hope they resolve this quickly. If you’re facing the same issue, let me know in the comments—hopefully, we can get this fixed soon. I do think virgin media needs to reimburse people like me asap, and get us online soon. My mobile days just isn't enough.

[carl_pearce]

There are other recent threads that mention an issue with the warehouse that distribute VM kit.

[FiL-UK]

My QuickStart kit was supposed to arrive on wednesday, it's vanished into the ether apparently.

[fireman999]

Nothing is getting sent out to anybody until the distribution center is back up and running again.

There was a way to cheat,, and that was to request a engineer visit as they carry the equipment yo require.

But Virgin soon put a stop to that. LoL.

Once Virgin get the Distribution center back up and running you will get your kit.

But who knows how long that is going to take.

Plus there will be a massive backlog for Virgin to work through and the Christmas and New Year postal delays.

Good Luck ,, you might see it in 2025 sometime.

[Akua_A]

Hi @ShamsUddin 

Welcome back to our community forums and thank you for your first post. Sorry to hear you are having issues with the delivery of your equipment. We can understand the frustration caused and we want to best look into this. We are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,
 

[katiecolley]

Hi Akua,

I'd appreciate a private message too, please; for more information about my situation, please see my post on this thread: https://community.virginmedia.com/t5/QuickStart-set-up-and/Self-Installation-Kit-Still-Not-Delivered...

As there are a growing number of threads on this subject, might I suggest that it would be prudent to reach out to people individually to explain the situation if (as I suspect) you are not allowed to post an honest and detailed update on an open forum?

I completely appreciate that both you and the teams at your customer services line will have been given very strict instructions about what you can and can't say. But speaking from a lot of experience of marketing, comms and reputation management, I would urge you to speak to whoever is issuing the instructions 'up the chain' and recommend that the best way to deal with this situation is to issue an open and honest update with realistic timescales as to when you hope to have cleared the backlog.

Even if the answer isn't what people want to hear, they will appreciate the transparency. The longer it goes on, the louder and more belligerent the dissenting voices will become, and the more reputational damage will be done to your company through social media, review aggregators and so forth.

Can someone senior please show a little humanity and humility, and take ownership of this situation? People are suffering financial loss as a result of not being able to work, not to mention a great amount of stress and anxiety. A little honesty will go a long way here.

[en0x]

I’m absolutely appalled by this fiasco. My delivery was originally set for 4/12. Then, I received a message saying it would arrive earlier on 3/12—this message arrived on the 4th, after the delivery was already missed! I called Virgin immediately, and that’s when the endless excuses and blatant lies began. You blamed Yodel, claiming it would be delivered within 24 hours. I called again on the 5th—still no delivery. Once again, you passed the buck, insisting it was Yodel’s fault.Here we are, and I still have no internet, no delivery date, and absolutely no resolution. This is beyond unacceptable, especially as I work from home and now have to rely on my personal mobile hotspot just to get by. This level of incompetence and disregard for your customers is astonishing

At this point, I’m questioning if I can cancel this contract altogether, given that it hasn’t even started yet. Virgin, how do you plan to fix this mess? When can I expect this to be resolved? Or is it better for everyone if we just cancel the contract entirely? Can I terminate it given that your service hasn’t even begun? This is an utter shambles.

Still nothing, no date , nothing.  Can we cancel a contract that hasnt even started yet? we work from home and are now struggling with no internet having to rely on my mobile phone personal hotspot. Utter shambles Virgin! What are your plans to resolve this? when can we expect it to be resolved? If not would it just be better to cancel the contract and can we cancel it without it actually started yet?

[en0x]

I guess I am not going to see anything today nor get an update from Virgin...

[katiecolley]

Exactly the same situation here. I've reached out on Twitter... nothing from VM, but Yodel have already reached out and offered to help. I've sent them a DM, and will report back with any further developments.

[katiecolley]

I recommend posting any further updates in this thread, so we have all the latest information together in one place.