Forum Discussion

Mushhushshu's avatar
Mushhushshu
Joining in
5 hours ago

Equipment return issue

Hi,

I left VM on 23 September, and returned my broadband router (an Arris Hub 3) using the pre-paid Yodel packaging supplied by VM on 4 October. The Yodel tracking confirms that it was delivered to VM on 6 October.

On 14 October I had an email from VM saying that I'd be charged £40 for non-return if the equipment isn't returned by 23/10. I know it sometimes takes 10 days for the return to be processed by VM - today is day 10 so I'm now seeking confirmation that the kit has been received and that I won't be charged.

In addition, VM wrote to me on 24 September confirming that I had a credit on my account as I had paid for the period covering 23 September - 22 October in advance. I'm yet to receive the money that I'm due for the cancelled services.

Please could someone from the VM team get in touch with me, and help to resolve these issues?

Many thanks

2 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Mushhushshu,

    The emails are automatically generated by the billing system. VM can't update the systems if the equipment is still in transit. Transit can take between 7 to 10 working days (14 calendar days).

    Once VM receive the equipment and it's scanned into the systems then the billing account will be updated. (The returns are scanned in bulk )

    If you've received a Final Bill and your account is in credit, then this will be refunded 45 days after your disconnection date. This allows VM time needed to allow for any additional charges or credits to be added once you’ve been disconnected. It also ensures that you won't be billed for non-returned equipment, since the returns packaging isn't sent out until after the services have been disconnected.

    https://www.virginmedia.com/support/help/billing-and-payment/bill-explainer/my-final-bill-explainer

  • Hi Mushhushshu,

    Thanks for your post and welcome back to our community. 

    I'm sorry to hear you're still receiving reminders to return the equipment. 

    I'll send you a private message now so I can check this, and the refund for you.

    Please look out for the envelope in the top right of the page and pop back to me when you can.