Did not receive my internet installation package

[jason0131]

I subscribed to Virgin Home Internet 300mbps. Suppose the delivery date for self-installation is from Friday, December 29, 2023 - Tuesday, January 2, 2024 stated on the order. But I still have not receive it. Not even a single "shipped" email" was received. I tried to contact online customer service. They called me and refer me to technical team. That technical team said they could not solve me problem and asked for my phone number and address. She said self installation team will contact me soon. But I haven't received any phone call today. I will move in my new address on this saturday and I was hoping that I can use the Internet on move in day. Can anyone help me?

[VirginPlusKris · Accepted solution]

Hi there, @jason0131. Welcome to the Virgin Plus Community, and thanks for your post.

We're sorry to hear about your experience, and we will need to take a closer look at your account in order to help resolve this.

We'll be reaching out in a private message. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

[Tinala77]

I signed up for Virgin Internet on January 14th. My account say installation package should have been delivered on the 16th January.  I called and spoke to someone on the 16th. They advise me not to worry. Now January 19th, still nothing delivered and not even an email advising me it has been shipped.  Is this the service i should expect with Virgin.. should i just cancel everything. This is concerning. 

[VirginPlusAntgio]

Hi there @Tinala77 ,

Welcome to the Virgin Plus Community and thanks for your post.

We're sorry to hear about your experience, and would like to take a closer look in private. We'll be reaching out in a private message. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message