Forum Discussion

pjamesesq's avatar
pjamesesq
On our wavelength
4 months ago
Solved

Equipment return.

Over the last 2 months, following a house move, I have requested the packaging to return the VM kit on 3 separate occasions as I’m receiving frequent reminders that I’ve not returned my equipment.  
I have now been informed that, if the equipment has not been returned by 01/01/25 I will be charged £190 ! I’m trying not to be cynical and thinking that if VM don’t send the packaging………

How is the packaging sent ? Via courier? Royal Mail ? 

 

13 Replies

Sort By
  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    4 months ago

    Hi pjamesesq, 

    We're very sorry to hear you've not received the packaging.

    You can order packaging here please ensure the correct address is used.

    If you have any further questions, please pop back to us and we'd be happy to help. 

    • pjamesesq's avatar
      pjamesesq
      On our wavelength
      4 months ago

      Thank you, Vikki.

      Is it a coincidence that I received a message from Yodel, yesterday evening, saying that they have my Virgin package and it will be delivered by 30th Dec ? If your intervention caused this to happen, thank you ! 

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        4 months ago

        Glad to hear the packaging is on the way pjamesesq Please do not hesitate to contact us if you need any further help and we will do our best to help from here 🙂

    • JennyLynn's avatar
      JennyLynn
      Tuning in
      3 months ago

      Please can you send someone to collect my box, I am disabled and cannot get to the nearest Yodel store, it is too far away. Thank you.

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

        JennyLynn has her own thread 

        https://community.virginmedia.com/discussions/chatter/return-equipment-and-complain-/5612106

  • Redhelen's avatar
    Redhelen
    Joining in
    2 months ago

    Hi, I also have had trouble returning the kit and now have a charge of £40 on my account.
    I called on 16th December 2024 to close my account and told them I was moving to NZ and needed the return packaging by 8th January otherwise I wouldnt be there to return it. (I have the chat transcript). The assistant told me they would send the packaging in 10 days which left lots of time for me to receive it by 8th January. Late December (?) I received a text message:
    "“Hi, it’s Virgin Media. There s been a delay in sending you some prepaid packaging to return our kit. Please bear with us, it ll be on its way shortly.”
    The packaging did not arrive in time for me to return the kit and I am not in the country any more.
    Why am I being charged £40 when I did everything I could to arrange to return the kit. I cant be held responsible for it not being sent in time.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 months ago

      Hello Redhelen,

      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. We apologise for the delay in sending out your returns packaging that would have been due to an issue at our warehouse at the middle and end of December. Would you be able to arrange for someone to go into your former home and return the equipment on your behalf?

      Kind Regards,

      Steven_L

  • Redhelen's avatar
    Redhelen
    Joining in
    2 months ago

    Hi there, sorry, I’m unable to do that. The property was a rental and the landlord lived offshore

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      2 months ago

      Thanks for getting back to us Redhelen.  

      Sorry to hear that you've received a charge for non-returned equipment, when you've made every effort possible to do so. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R