Virgin/HDNL Woe

hshen

I need to get this off my chest, and maybe someone can suggest a better way of getting this sorted out.

I ordered Virgin broadband's quick start pack on 16th Dec. This is where they courier you a hub and you connect things up yourself. I did this as I work in IT and wanted to get connected asap.

Two weeks later, my hub is still no where to be seen.

I totally understand the snow and Christmas didn't help the delivery, but if Royal Mail is up to 20th Dec mail on 1st class (which was delivered 30th Dec), then a courier company has failed in my books.

My gripes with HDNL (yes that is Home Delivery Network for those lucky enough not to have to deal with them), is that they have a rule that you can not collect your items before they attempt an delivery. But if they never attempt an delivery then you can't do anything!

So here I am. Not able to collect my broadband hub which has been in their depot since the 18th Dec. About 2 street down the road.

Calling Virgin is no help either. I was promised on 1 instance it will definitely be delivered 'tomorrow'. Which came and went. Then again that HDNL will call me to sort it out 'today'. Which came and went.

I am totally out of ideas. Virgin doesn't seem to care, as I repeated explained to them instead of fobbing me off to HDNL I'm their customer at the end of day and they need to represent my interest to the courier. HDNL is totally useless, their customer helpline isn't even allowed to call one of their depots to find out what's going on!

I'm fairly desperate now and have resorted to unconventional tactics.

1. I have started raising Virgin online complaints every time a Virgin staff fob me off.
2. Started emailing any name I can find for HDNL head office managers.

Thanks for reading. Any ideas let me know and I'm willing to try!

hshen

I forgot to mention. The item was scanned into the HDNL depot on the 18th, it was then rescanned into the same depot on the 23rd without a delivery attempt!

So the package was basically put into a delivery van and sat there for 4 working days and no delivery was attempted.

jb66

What do you want virgin to do? Maybe ask for an engineer to drop a modem off

hshen

jb66 wrote: »

What do you want virgin to do? Maybe ask for an engineer to drop a modem off

I want Virgin to put pressure on HDNL to deliver the damn thing?!
I have asked for an engineer install/drop off. Haven't had it agreed to but will be more forceful about it next week if it doesn't show up.