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Mattysmith12's avatar
Mattysmith12
Joining in
2 years ago

Re: Please return the unused Virgin Media equipment

Hi, last month I upgraded to hub 5 from a hub 3 because of getting gig1 Wi-Fi. Was told hub 3 was old and wasn’t capable for the new gig, all was fine and was told to recycle my old hub at my local recycling centre, in which I did ( I have a email with the date and time on when I went to recycle it, something we have to do here). I also have emails and texts from Virgin media telling me to recycle it, now at 03.00 am in the morning I get a text and a email saying Please return the equipment. Unfortunately I can’t return the equipment as I don’t have it because I did what Virgin media asked me to do in the first place, can anyone help with regards to what’s going on? As if not then I shell send all evidence along with A complaint to ofcom.

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  • rolandjyoung's avatar
    rolandjyoung
    Tuning in
    2 years ago

    I second this . the left and right are not communicating... and Virgin Media really have no CLUE what they telling people .... totally mixed up text, email and the human operators - don't understand the English language... they can only follow a scripts.. so trying to explain anything to a human is HOPELESS..

    Similar story upgrade to Hub 5, when I upgrade I even ASK operator can I  return the old Hub 3, 'no sir there is no need', - now I get text saying please return - but no information how - so I tried

    https://www.virginmedia.com/help/return-or-recycle-equipment

    website you select your hub to return and it just logs you into your account; and no recycling options.

    Either Virgin sorts themselves out, everyone gets on the same page and do something or it goes in the scap.