Forum Discussion

HorsforthChap's avatar
HorsforthChap
On our wavelength
2 months ago

Have not received my prepaid returns packaging

I've had no end of issues closing my account with VM including not being informed that my cancellation request had been accepted. My account is now closed, but have had repeated emails saying I will be charged £65 if I don't return my kit by the 21st. Of course, I did not receive those emails as I've had no internet! I requested prepaid returns packaging last week, but this still has not arrived and I'm unsure what to do to avoid being charged again. I tried to make a complaint through the main site, but am unable to do so, presumably because I am no longer a customer. Can anybody help?

account closed
Prepaid return package

2 Replies

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

    You can print your own returns labels here, via Yodel.  You just need to package the kit yourself.

    https://www.yodel.co.uk/returns/virgin

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

    Hi HorsforthChap, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some issues with returning your equipment. As well as printing off a returns label using the link above, you're also able to drop the equipment to a local O2 store instead.

    Once the equipment return is processed, if any charges have been added to your account, these would be reversed. 

    Let us know if you have any further queries or issues. 

    Many thanks,