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JohnR7's avatar
JohnR7
Tuning in
11 months ago

Asking for return of equipment I don’t have

I have a similar issue. I am cancelling my account and have been asked to return 2 set top boxes but I only have 1. Are you able to help please.

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  • GBaz's avatar
    GBaz
    Joining in
    11 months ago

    Hi. There is one big, desk hub, and a small box connected to plug socket, its usually white.

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    11 months ago

    Thanks for reaching out to us JohnR7, and a very warm welcome to you!

    Sorry to hear of the requests that have been made to you, without you holding these pieces of equipment currently.

    Can you please confirm what pieces of equipment are being requested from you?

    Thanks,

    David_Bn

    • JohnR7's avatar
      JohnR7
      Tuning in
      11 months ago

      I have been requested to return an Arris Hub 3, Arris TiVo box 1TB (which I have) and a Samsung TiVo box 500 GB which I do not have and probably relates to a previous account I had.

      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team
        11 months ago

        Thank you for that information. To confirm on your previous account did you return the equipment or recycle it?

        ^Martin

  • sarfush's avatar
    sarfush
    Joining in
    11 months ago

    Hi I have just been asked for the same equipment back. The old box corrupted and I was given a new one- I think the engineer took the old one with him.  

    • Beth_G's avatar
      Beth_G
      Icon for Forum Team rankForum Team
      11 months ago

      Hi sarfush

      Welcome to the Community Forums.

      Sorry to hear that - I'll pop you a PM too so I can look into this for you as well. 😊

  • davehich's avatar
    davehich
    Tuning in
    7 months ago

    I have a similar issue. Are you able to help please.

    I am cancelling my account and have been asked to return 2 set top boxes, an Arris 1TB and a Cisco 500Gb. The Cisco was replaced by the Arris many years ago and I no longer have it.

     

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      7 months ago

      Hi davehich 

      Welcome back to the community forums 

      Sorry to hear of your concern with your returns request. 

      We can see that you're already in touch with one of my colleagues via private message discussing your disconnection. I recommend reaching back out to them if there are any disconnection queries you still have.

      There are no current charges for unreturned Cisco 500Gb set-top boxes, but the agent via private message will be able to confirm this for you.