Forum Discussion

Madcatwoman's avatar
Madcatwoman
Joining in
2 months ago

Equipment return

I've been trying to return equipment for SIX WEEKS - no return packaging, no returns address even provided. Contacted Help via email and webchat more than THIRTY TIMES and got no help, just speaking into the void. Was told at one point two weeks ago that someone would collect but no one ever turned up - I'm housebound due to disability, it's not as though I can leave the house anyway except via ambulance for hospital! So it's  not like I missed them - THEY.NEVER.CAME.

Now being billed £40 for non-return of equipment although Virgin have made NO ATTEMPT to help me return it - not one. Not even a return address. Absolutely f all help despite contacting nearly 30 times. Online it says return to a store. I can't even walk 50 metres and am receipt of disability benefits - how do they expect me to do that???

They said they'd post a return envelope out - they never have. I have a redelivery on that I paid nearly £60 for, but Virgin have still sent NOTHING out to enable me to return equipment. Two weeks ago they said they'd sent a van out to collect  - nothing has been. And I'm housebound so I certainly haven't missed it.

I can barely speak. I'm paralysed down one side of my body. I'm housebound. And yet I am getting NO HELP from Virgin Media to return the equipment, only threats on my mobile phone Virgin won't let me respond to and explain the issue, same by email.

Can't even make an email complaint because the link on the website has not been working for weeks. Looks like I'm having to contact the Financial Ombudsman then!

Absolutely useless company when you have anything to contact them about.

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 months ago

    Hi Madcatwoman 

    Welcome to the Community Forums. 

    Sorry to hear that the returns packaging has not arrived for you and that you've not received the support when contacting us.

    We can raise the request on our side to see if we can collect the equipment, however, this is not always the case. If this is the case, you'll receive communications once the team are in your area to collect the equipment and make an appropriate date and time to collect this. 

    Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

    • Madcatwoman's avatar
      Madcatwoman
      Joining in
      31 days ago

      My daughter has managed to get a label. She had to travel 3 buses from where she lives in Sheffield. It took here 3 hours to get here, and another 3 hours for the return journey, all out of her own time and money. Day off work, took her 8 hours including a long walk to the recommended post office to hand the package over for return.  She has the proof of posting. You should have  the unit returned to you by now.

      • Kath_P's avatar
        Kath_P
        Forum Team
        31 days ago

        Hi Madcatwoman, 

        Thanks for coming back to us on this one. We're sorry to hear your daughter was inconvenienced. 

        Once the equipment is received back, it can take up to 14 days to process the return. The account will be updated and you'll get a notification to confirm things too. 

        Let us know if you have any further issues. 

        Many thanks,