I cancelled my broadband subscription with Virgin and returned my equipment as directed. Today I received a bill for £40 saying that the equipment was unreturned. This is incorrect and I have proof of return. How can I resolve this so I am not charged?
Ive had the same issue. I even got an email from them stating they have received all the rquipment back and still been give charges for 2 hubs at £105 on a new bill today. Disconnected in dec. I literally done the drop off of the equipment within3 working days after receiving the package
Hi MAVM4
Thank you for your post and welcome back to our community.
We are sorry to hear that.
We would be happy to check this for you.
We will send you a private message now.
Please look out for the envelope in the top right of the page and pop back to me when you can.
Hi Erinr1990
Thank you for your post and welcome to our community.
It can take around 10 days for the returned equipment to update on our side.
Once this happens, the charge will be removed.
We will send you a private message so we can check this for you.
Please look out for the envelope in the top right of the page and pop back to us when you can.
Hi Vikki_M and Virgin Media Team!
I'm the victim of the same overcharge here! I returned my box and the 2 boosters in the post and have been sent a bill for £135! Can you contact me individually, confirm receipt of my equipment and cancellation of charge please!
Thanks
A family member has just received the same!? There’s nothing in the text message you’ve sent on how to resolve this situation!? I have proof the item was returned over 2 MONTHS ago. Why are they now chasing payment or at least sending some correspondence where you can resolve it rather than a link to get new packing to send back??
please help - you’ve caused worry to an older gentleman who left your company because of the service and this seems to carry on even after he’s left!?
Hi Caz994,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having an issue with receiving messages regarding equipment you've already returned. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security.
I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,
I have also had the same problem. Charged for non-return, then got an email saying the equipment had been received and I would receive a refund for said charge but 2 months down the line I've had nothing back and can't get through to anyone online/phone. Really poor service
Hey Lusername,
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 non-return of equipment charges being added to your account. Have you actually had to pay the charges on your account or is it just showing as being owed?
Kind Regards,
Steven_L
Hi Steven,
Yes, it was taken from my account. I then got an email acknowledging the receipt of the equipment and that I would be refunded the charge but that was 2 months ago and I still haven't received anything. I've tried sorting this via your whatsapp but nothing. Please help
Hello,
Similarly to others, I returned the equipment but was still charged with a 135 GBP bill.
Hello gretarsson
Sorry to hear of the charges applied for the equipment and non return, we appreciate the frustration and you taking the time to raise this via the forums. Welcome to the community.
We're happy to look into this and assist further, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.
