I have a problem. I recently moved away and had to end my contract with Virgin. After discussing this with Virgin in online chat I was told that a box will come to my address with which I could return all the equipment that they had sent me(router/cables/etc.). I did not receive that box in time, so I left it with a friend and had him bring it in to a virgin store in the same box the items originally come with. When he brought the box in, he was told that everything was ok and that was it. Now I have been receiving emails from Virgin that I have not returned the box and they added to my bills a charge of 40 pounds for the equipment. I know for sure that the box has been delivered to a Virgin store and they took it. I tried to chat online with them about this regard, but it seems that the service never works. If anyone can guide me to solve this matter I will be really grateful. Thank you!
Does your friend have any receipts from the store saying they returned the equipment, that would be the first port of call in my head.
Elsewise I would wait for VM to pick up the topic or call cancellations on option 1 - 4 - 5 as they are the UK non script reading team and deal with more complicated queries (not just cancellations).
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Unfortunately my friend did not receive any receipt as she did not take the equipment to the drop off location. She took it to the Virgin Media Hub in Camden and was told that they would handle the return for her and send it to the proper location. That's all the information she was given. I can provide the date and roughly the time that she went there, if that helps in any way.
Please tell me if there is anything else and can help with.