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CJSaxton's avatar
CJSaxton
Joining in
3 months ago

Email on charge to return equipment but was never asked to

On the 13/10/25, my router packed in and wouldn't come back on. I followed the website instructions and was sent a new router by yodel. I was not informed at any point that the old one needed to be returned, so I recycled it.

Fast forward to the 23/11/25 and I changed my package for a better deal, as mine was going to expire on the 27/11/25.

Then today I have received an email at 14.28 telling me I will be charged on the 12th if I don't return my equipment.

I'm not sure if this is regarding the equipment from  before, or if this is because of the package change. Any help would be much appreciated.

Thanks

5 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    If you have changed the speed of the package, you may receive a different Hub and send the existing one back?  As for returns, all VM kit is rented and needs to go back.

  • CJSaxton's avatar
    CJSaxton
    Joining in
    3 months ago

    Thank you for responding Adduxi.

    How would I know if I am recieving a new hub. I haven't had an email from virgin or a postal service saying one is on the way and I wouldn't want to return it in case another one isn't coming.

    Thanks.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      3 months ago

      Hello CJSaxton

       

      Thanks for posting on the forums in regards to charges applied to your account for the non return of equipment, we understand the confusion this has caused and appreciate you raising it with us via the forums. Welcome to the community.

       

      All equipment is 'rented' essentially, at the end of a contract or if a replacement is required we would require the original equipment back. This is the case even if damaged so we can get it looked into to see what has happened or caused the issue.

       

      The contract for the renewal would indicate if new equipment was being sent or required, if it isn't advised on that document it may be that the charges relate to the previous Hub you have recycled.

      • CJSaxton's avatar
        CJSaxton
        Joining in
        3 months ago

        Thank you for responding.

        So I have requested a return kit from virgin media and this will arrive in 2 weeks the email says. However the equipment that it wants returned, the serial number for the arris hub 3,  does not match the hub that I have now. So I'm guessing this is for the previous one that I recycled in October. I understand I will be charged £40 for this. Is this a one time payment, or will it continue every month until they receive the equipment? Obviously I wouldn't be able to get my hands on it. 

        Thanks.