Forum Discussion

Kainz's avatar
Kainz
Tuning in
7 months ago

Need a bigger returns box :)

Hi All,
I have spent a diabolical amount of time trying to talk to a human on Virgin's call lines and its the usual, tiring affair I've had to contend with for years ie I have gotten no where.

I need help with equipment returns please as what Virgin have sent is pityful. I have recently moved my mothers home to Sky as Virgin wanted to charge over £100 for her standard package+broadband. I received an email stating I need to return 3 items, the existing Tivo Set top box & the hub and in addition the older set top box which is a huge Cisco Tivo box.

A box did arrive but could barely fit the existing equipment in. I managed it and shall send it off this weekend, however I have no box for the bigger Cisco STB. I don't know what to do here.

I am currently in a web messaging queue with Virgin and have been for 2hrs waiting for someone to respond 🙂 If anyone could point me in the right direction, I'd be grateful.

Honestly, speaking to someone shouldn't be this difficult.

returns
returns box
  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    7 months ago

    You are trying to return too much as VM only wants back V6, 360, Stream, hub 3, hub 4, hub 5, hub 5x and pods (with power cables and remotes if applicable).

    • Kainz's avatar
      Kainz
      Tuning in
      7 months ago

      Whilst I understand that, they've asked me for the 3 items back via an email plus misc accessories.
      Arris Hub 3, Arris Tivo Box and a Cisco Tivo box... is mentioned in the email.

      After 2.5hrs however someone has answered the webchat as I type this so he's apparently having a larger box sent out so hopefully issue solved.

       

       

      • Kath_P's avatar
        Kath_P
        Forum Team
        7 months ago

        Hi Kainz, 

        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 that the original returns pack wasn't big enough for everything that needed to be returned. I'm happy to hear the team have arranged a second box for you though. 

        Please come back to us directly if you have any further issues so we can help further. 

        Thanks, 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    7 months ago

    Typical of VM, one hand doesn't know what the other is doing. VM doesn't want back the TiVo boxes.