Skip to main content
  • Help
  • How do I track my order?


How do I track my order?

Have you made a Virgin Media order? Whether you’ve gone click or collect or you’re waiting for home delivery, you can learn about delivery times and how to track your order right here.
 



How to track CollectPlus delivery

It’s easy to track your CollectPlus delivery. Our courier partner, Yodel, will keep you updated every step of the way. They'll send you an email (and a text too if you shared your mobile number) when your order has shipped, and another when it's been delivered to your chosen CollectPlus Point. Your order will usually be delivered to your collection point within 3 working days.

You’ll need your collection barcode and your ID to pick up your delivery. You can find your code in your emails and texts.

You’ll have 10 days from the delivery date to pick up your order. You’ll get a reminder after 3 days, and again after 7 days, if you’ve not yet had a chance to collect it. If you’re unable to pick up your order within the 10 days, it will be sent back to us and we'll issue you a refund.
 



How to track a home delivery

When your order has been dispatched, you'll receive an email from Yodel with a unique code to track the delivery. Simply click the track your parcel link in the email and enter the code to get the latest update.

When your parcel is on its way to you, our courier partners over at Yodel will send you an email or text message and will provide a 2-hour delivery window ETA.

Need to change your delivery preferences or request a new slot? No problem, simply click the track your parcel link and make your changes there.

When your parcel has been delivered, Yodel will send you an email to let you know it's at your address. If you’re not in, they’ll drop it off with your neighbour and leave you a note to let you know.
 



How to track my order using the My Virgin Media app

You can track and manage all your orders in the My Virgin Media app. To do this:

  1. Open the My Virgin Media app
  2. Tap Menu
  3. Choose Track Order
     


How to change or cancel an order

If you’d like to cancel or change an order, you’ll need to contact us.

You can also cancel your order by SMS. Simply text us on 07533 016 422 (for free on a Virgin Mobile) between 7am and 11pm Monday to Friday or 8am and 8pm Saturday to Sunday.

If you’d like to change the delivery date of an order that has already been dispatched, you’ll need to contact the courier directly. To do this, you’ll need to wait until you receive your tracking email from Yodel. Simply click track your parcel, enter your tracking code and you should find all you need to change the delivery date on the page.

If you’re looking to reschedule a QuickStart delivery that hasn’t yet been dispatched, you can do this within the track order area in My Virgin Media.
 

No problem. If you’re a customer of both Virgin Media and O2 with Volt benefits, you can find out more about your new O2 mobile phone order on the O2 site.



Virgin Media delivery FAQs

Need help with your Virgin Media order? Check out the FAQs below.
 

We offer next day delivery across the UK free of charge for orders containing handsets and devices*. As long as your order is placed by 7pm between Sunday and Friday, your delivery will be attempted between 7am and 9pm the following day. Any orders placed between 7pm Friday and 7pm Sunday will be delivered on the following Monday.    

If there is no one at home to receive your order, our courier will attempt to leave it with a neighbour. If they can, they’ll leave a card at your home letting you know which address your parcel was left at.

If delivery cannot be made to a neighbour, then the courier will leave a card at your home with contact details for you to rearrange. They’ll also try to deliver twice more over the next two standard delivery days.

Someone over the age of 18 will need to sign for your parcel, so make sure someone is in on the delivery date.

If you have provided your email address or mobile number, you’ll be sent tracking details so you can track delivery. For more information, see How to track home delivery above.

For orders that contain a SIM-only, we offer Royal Mail First Class post free of charge and will have your item(s) delivered within 3 – 5 days of the order date.

*certain exclusions may apply for example Northern Ireland, Scottish Highlands and Islands which may take longer.
 

Your tracking number is what you use to track delivery of your order on our courier partner’s website. This will be sent to you by email and/or text by the courier directly. For more information, see How to track CollectPlus delivery and How to track home delivery above.

Your Virgin Media Order Reference is the number used to identify your Virgin Media order. You’ll need this if you want to raise a query about you order to us online or over the phone. You can find your Virgin Media Order Reference at the top of your order confirmation email, or by going to My Virgin Media.

To find your Virgin Media Order Reference:

  1. Sign in to My Virgin Media
  2. Click Track Orders
  3. Find your order on the My Orders screen

You can find your Order Reference under My order ref.
 

If your order has been sent by tracked delivery, you’ll receive your Yodel tracking details directly from the courier by email, so it’s worth checking your inbox.

For more information, see How to track CollectPlus delivery and How to track home delivery above.
 

The courier will let you know directly by email and/or text when delivery has been attempted. For more information, see What happens once I’ve made my order above.
 

First, check your inbox and spam or junk folder for any emails confirming your order and delivery details.    

If you haven’t received these or can't find them, trying logging in to My Virgin Media and click My orders.

If you still can't locate your details, text us on 07533 016 422 (for free on Virgin Mobile) between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday. Alternatively, you can call us on 789 from your Virgin Mobile phone, or 0345 6000 789** from any other phone and we'll be happy to help. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

If you’ve ordered a Freestyle phone, it can take up to 48 hours to fully process. Once you've received your confirmation emails, you’ll need to sign your credit agreement before your order can be shipped. Unfortunately, If you’re unable to sign the agreement within 48 hours, your order will be cancelled and any upfront payments credited back to you.
 

Check out How to track CollectPlus delivery and How to track home delivery above for details about how to contact your courier.
 

Your order will be sent to your chosen CollectPlus Point. You can find all you need to know in your tracking email. For more information, see How to track CollectPlus delivery above.
 

Your order will usually be delivered to your collection point within 3 working days. When it arrives, you’ll have 10 days from the delivery date to pick it up.
 

Your order will usually be delivered to your collection point within 3 working days. When it arrives, you’ll have 10 days from the delivery date to pick it up.
 

If the courier is unable to deliver to your address, they’ll try to leave your order with a neighbour. If they can, they’ll leave a note letting you know where to pick up your package.

When your parcel is on its way to you, you’ll receive an email or text message from the courier with tracking details. If you’d like to change your delivery preferences, simply click the track your parcel link and make your changes there.
 

If you decide you'd like to cancel your order after you've placed it, just text us on 07533 016 422 (for free on Virgin Mobile) between 7am and 11pm Monday to Friday or 8am and 8pm Saturday to Sunday.

Alternatively, you can call us on 789 from your Virgin Mobile phone, or 0345 6000 789** from any other phone, and one of our friendly team will help you return your item. Lines open 8am-10pm Monday to Saturday and 8am-6pm Sunday.

With our 14-day Customer Satisfaction Guarantee you can return your device for a full refund or replacement – we’ll even send you the pre-paid packaging to return it in.

**Please note standard charges apply, please check with your network operator for rates.