Asked to return equipment the engineer has taken

Question

I had a Virgin Media engineer visit my home to upgrade my broadband to 1Gig.

He replaced the router (Super Hub 5 from the Super Hub 3), and as we had removed the TV/phone packages he took the old Tivo box. He also had to replace the x2 white broadband extender pods as they were not compatible with the new Gib router. He said he would scan each of the x4 items (Router, x2 pods + Tivo box) and they would be registered as collected. However, today I received an email asking me to return the Router and Tivo box (but no mention of the x2 extender pods that have been replaced).

Can a virgin rep please setup a DM with me so I can provide my account details and they can confirm all x4 pieces of equipment are registered as returned. I don't want to try and sort this out in x months/years as and when I end my contract. Thank you.

Steven_L · Answer

Hello mbrown5home,
Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your equipment return at the moment.&nbsp;
The engineer may not have had chance to scan the equipment in yet as returned but it's strange that the pods weren't included on the list. I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
 Kind Regards,
 Steven_L

mbrown5home · Answer

I have responded to Steven (Virgin) to confirm that Virgin have this morning confirmed they have received all the equipment I mentioned above. My thanks to the virgin team for their responsiveness and support.

Steven_L · Answer

Glad to hear that it's all resolved for you now. If you have any issues or questions now or in the future, please let us know here and we'd be happy to help.

mbrown5home · Answer

Hi Steven, unfortunately I received a new email this morning from Virgin indicating a piece of of equipment has not been returned. The new email states my old router and tv box have been received (however it now has dropped the x2 extender pods that were previously confirmed to have been returned). The real problem is that the new email today is saying I have not returned the SuperHub 5. What's the issue there? Well this is the new router the Virgin engineer installed a few weeks ago when he visited! So I need that to have my gig broadband. I'll see if I can send you a PM with my account details, if not can you please contact me directly and I'll pass on the required account details. My thanks.

Steven_L · Answer

Thanks for coming back to us mbrown5home. I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
 Kind Regards,
 Steven_L

Forum Discussion

Asked to return equipment the engineer has taken

6 Replies

Related Content

Equipment return.

Equipment return

RETURNING VM EQUIPMENT

Yodel delay returning my equipment

Returning VM Equipment