Equipment returns packaging

Question

For feedback really, if anyone's listening - ideally I would have emailed, but have no idea where that should have been sent. Settle in...

The returns packaging sent out to me now that I've finished my time with Virgin has caused me some unnecessary headaches. I had a broadband service and a small TV box, and received one returns box, with one brown bag, and one (broken) terminator cap. The instructions which arrive with it, very specifically say that the router and TV box need to go in separate brown (supplied) bags - but there is only one.

All the email communication about it is pretty good, which clearly identifies Virgin's awareness of my package requiring returning both a router and TV box.

Had it not been for the broken terminator cap (to protect the end of the virgin cable), I would have just stuffed the router and TV box into the same bag and hoped for the best. And prepared for any argument which might arise about that later.

I really didn't want to do the phone call wait to explain this to somebody, so I went to the online chat...
I went as far as asking an assistant about how to get a replacement for the broken terminator cap, to be informed that the only way was to be sent another set of returns packaging. That would solve my other need for an extra bag, so I didn't bring that up. This was a few days ago, but I've had no confirmation of any new packaging being sent, and today received a new email reminder of my need to return the equipment. So I've gone and potentially ordered a third set of returns packaging just now, to make sure that there is something on its way.

My remain dilemma, is deciding how much I'm happy filling the box with the equipment, power adapters and cables - it doesn't all fit into one box without the lid being pushed up a little bit - but maybe that's OK. Is it more likely to cause a problem with being linked back as my returns if I don't send them in the same box? (rhetorical)

...mostly, I'm suggesting that somebody practically works through this process again, please. It's been more problematic than it should be, and despite good service over many years, just causes annoyance, which isn't conducive to re-signing up for it again in future.

The broken terminator cap wouldn't need to be a big problem, it would just be great if there was a link somewhere to deal with "Problems with your return packaging?" rather than just "Order new returns packaging" - when that isn't what I really wanted.
In my opinion, the mismatch of box contents from instructions, and uncertainty caused by the box size is the main issue to be improved.

goslow · Answer

When you return the kit to the O2 shop, make sure you get a receipt with a tracking number for everything returned. Also make a note of the serial numbers of everything sent back (as there have been past topics on here where VM requests equipment with serial numbers which do not match the customer's equipment).

You can share your unhappy cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

Carley_S · Answer

Our apologies that the pre-paid packaging hasn't arrived as requested mikev2 &nbsp;It can take up to 10 working days to be delivered. We can appreciate the frustration this may have caused you over what is supposed to be an easy and smooth returns process.&nbsp;
Please do let us know if you've any further issues at all with the returns not being received after 10 days of requesting them, or any issue with returning the equipment with O2 and we can certainly look into this further for you.&nbsp;

Beth_G · Answer

Hi mikev2
Thank you for your post, welcome to the Community Forums.
I'm sorry to hear about the issues faced with your returns packaging - we really do appreciate the effort you've gone through in attempt to get this resolved.
In regards to the terminator cap, please don't worry about this. We're afraid it's not possible for us to re-send these, but you will not be contacted if you have not fitted the terminator cap as requested.
With the package returns, we would advise to send both the TV box and the Hub separately - you can request for another returns package to be sent out for free from here. Alternatively, you can pop to your nearest O2 store and they will be able to accept the return the kit.
Thank you also for your feedback regarding the lack of selfcare options for this, it's something we can certainly pass on.
I hope this helps.&nbsp;

mikev2 · Answer

Unfortunately there's been no sign or sound of either of the replacement packaging requests. Only a text this morning reminding me of an £85 charge if I haven't returned everything by 09-Feb.

I especially loved this bit of the message... " The prepaid returns packaging we sent should have everything you need to pack and return it. " ...mhmmmm.

Yes, it also includes a link to reorder new packaging. But the assistant on the web chat already did that, and I've done it myself, but nothing has happened. I have no confidence that asking another time will have any other result.

So now it will take the cost and inconvenience of a trip into town to get to an O2 shop at the weekend to make sure it's sorted. This really isn't right. Or rare, judging by other posts on this forum (which I helpfully now see as 'related content' now that I've made this thread)

Now I'm grumpy.

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