Forum Discussion

annoyedasafish's avatar
annoyedasafish
Joining in
2 months ago

I want to return my kit but Virgin don't make it easy

Long story short, I left Virgin 16/12/2025 after my direct debit went from £58 to £115. I'd been with them for over 30 years and this was the final straw.

They said I would be receiving packaging to return my kit but it didn't arrive. I contacted them, got my packaging and tried to get it to my nearest yodel store, they refused it. I have arthritis in my lower spine and the agony I went through carrying it there and back was not something I ever want to feel again. 

I contacted Virgin and explained what had happened and that I was physically unable to try again. I was told that they would arrange a doorstep collection.  Since then I have received 3 more sets of packaging, a bill for the equipment,  and this morning,  an email threatening a debt collection agency and that my credit score would be affected 

This is all despite me calling at least 3 times and all promising collection,  the last one was on Sunday, 3 days ago. I have raised a complaint but they just arranged more packaging and sent me an email saying it was resolved. 

I am at my wits end, I don't know how to get them to do what they promise, but I don't want my credit score affected either. 

Any ideas?

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 months ago

    Hi annoyedasafish 

    Welcome to the Community Forums. 

    Sorry to hear that you've not been able to return the equipment to us and have had communications requesting the return and charges on the account. 

    We can raise to see if a doorstep collection is available to arrange on our side if you like. 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.