Forum Discussion

DBoodz482's avatar
DBoodz482
Joining in
8 months ago

Cancelled contract Virgin requesting recycled router

I'm having a similar issue to other people I've seen on these forums. I had a Hub 3 which had broken last year and got replaced with a Hub 5, and was requested by Virgin to recycle it. Now that my contract with them is over, they're now requesting the Hub 3 (was sent taken to a recycling centre along with other electronics during a clean out), Hub 5 (which I have) and streaming box (I also have) and if I don't return it, I'll be charged £40.

If I knew I'd be charged for it, I'd have kept the router till now.

  • bhaskarsamani's avatar
    bhaskarsamani
    Superfast
    8 months ago

    when i got a replacement hub 3, 5 weeks a go, they sent me a returns label for the old hub 

    you didn't get that ?  

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    8 months ago

    Hi DBoodz482

    Thanks for your post and welcome to our community.

    We're sorry to hear there's been some confusion caused by the equipment return. 

    Could you please send us a screenshot of the email received that shows what equipment is being requested and the charge next to this?

    Please ensure any personal information isn't visible.

    Please pop back to us when you can. 
     

     


     

    • DBoodz482's avatar
      DBoodz482
      Joining in
      8 months ago

      Hi Vikki.

      Please see the screenshot attached.

      Thanks for having a look.

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    8 months ago

    IIRC toward the end of 2023 advice regarding the Hub 3 changed from asking customer to:

    • “dispose of our equipment in an environmentally friendly”

    to asking customer to:

    • “please follow the steps to return it back to us”

    Do you recall in which month the faulty Hub 3 replaced?

    -- 
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    • DBoodz482's avatar
      DBoodz482
      Joining in
      8 months ago

      Hi.

      So mine was replaced in September 2023.

      The email I received was:

      We do our best to reuse and recycle as much of our kit as we can, which helps reduce the amount of waste that goes to landfill.

      We've noticed you've recently disconnected or replaced a Super Hub, so we'd love to help you return the kit for recycling if you still have it.

      There was never any indication that I'd be made to pay if I recycled the equipment myself. 

      Here's the email I received with redacted serial numbers.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        8 months ago

        Hey DBoodx482, thank you for reaching out and I can see you are currently in direct message with my colleague about this.

        They will reach out when they can 🙂