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Eddo
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Virgin sent me two new modems, only need one! :-)

Hi, my Virgin broadband went down couple of weeks' ago. Virgin sent me a brand new modem which fixed the problem.  They delivered two identical modems same day, same delivery. 

Just had a reminder to return their unused modem. Been waiting for them to pick it up.

 Can't find any return postage labels inside the box.  Am mindful not to incur unwarranted charges here. What's the most secure method of returning their 'mistake' duplicate modem, please?  Thanks in advance. 

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Superuser
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Re: Virgin sent me two new modems, only need one! :-)

Contact customer services and ask them to send out a collect+ label or prepaid returns pack. Either ring 150 from a VM phone / 0345 454 1111 from any other phone -> Option 1 -> Verify your details when prompted -> Choose from the menu either option 4 -> Option 1 or Option 4 -> Option 5. Make the request for a collect+ label or prepaid returns pack.

Or make the same request through the Webchat, using a laptop or desktop, between 8AM to 8PM M-F and 9AM to 5PM Sa: Account and Billing -> My Broadband, TV and Home phone package -> Chat online. If all agents are busy, keep reloading the page every three minutes to check if an agent is available.

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Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.

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Superuser
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Message 2 of 12
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Re: Virgin sent me two new modems, only need one! :-)

Contact customer services and ask them to send out a collect+ label or prepaid returns pack. Either ring 150 from a VM phone / 0345 454 1111 from any other phone -> Option 1 -> Verify your details when prompted -> Choose from the menu either option 4 -> Option 1 or Option 4 -> Option 5. Make the request for a collect+ label or prepaid returns pack.

Or make the same request through the Webchat, using a laptop or desktop, between 8AM to 8PM M-F and 9AM to 5PM Sa: Account and Billing -> My Broadband, TV and Home phone package -> Chat online. If all agents are busy, keep reloading the page every three minutes to check if an agent is available.

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Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
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Eddo
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Re: Virgin sent me two new modems, only need one! :-)

Much obliged 4 good info' thanks
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Eddo
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Re: Virgin sent me two new modems, only need one! :-)

Hi, thanks for your help.  Have now phoned Virgin via 150 to request a return label for this unwanted modem.  Will receive it sometime next week, apparently. 

Think I'll keep this post open until the modem is safely returned and that no unwarranted charges are made.

Nothing like an ominous Virgin mobile text message and email, citing possible charges if modem is not returned.  Of course, one might wonder why Virgin chose to send me two identical boxed modems in the first place.  :-)   

Thank-you

 

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Eddo
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Re: Virgin sent me two new modems, only need one! :-)

Update:   Promptly received from Virgin the return post label for the unwanted, duplicate modem.  Used extra packing and the original box, taking photographs of packing process. Posted 27/11/2016 @ 11:27, from SPAR. 

to be continued ... 

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Eddo
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Re: Virgin sent me two new modems, only need one! :-)

2nd Update: 

Friday 2nd Nov:  Virgin now sends me 'another' return label kit for the unwanted super modem that is already posted back to Virgin. (see previous post) 

Along with another warning about avoiding a £50 charge if the unwanted super modem is not returned. 

One wonders what might be the charge if one fails to return this unwanted postage label kit? £50 WARNING!!!!£50 WARNING!!!!

 

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Eddo
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Re: Virgin sent me two new modems, only need one! :-)

Third update:  

Still here.  Having returned the unwanted, unbidden, super modem, using the label etc, am still waiting for an acknowledgement from

Virgin that they received it.   Posted it 27/11.2016 and copied the tracking number into an email same day .But no response to that, either. 

to be continued....  

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Superuser
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Message 8 of 12
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Re: Virgin sent me two new modems, only need one! :-)

@ModTeam Can this be looked into please? Thanks.

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Forum Team
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Message 9 of 12
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Re: Virgin sent me two new modems, only need one! :-)

Hi Eddo,

 

Thanks for posting!

 

I'm really sorry for the trouble with this.

 

As you've sent the equipment back to us, you have nothing to worry about. I've checked the account and no charge has been applied. I'll keep an eye on it from this end for you.

 

All the best Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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Eddo
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Message 10 of 12
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Re: Virgin sent me two new modems, only need one! :-)

Much obliged to ya, Shelke, cheers! :-)
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