No return kit - is cancellation still happening?

Question

I arranged to cancel my services and have Virgin send me the return kit to another address. This was all verbally confirmed to me but I haven't had very much information over email (although I do seem to have a final bill). It was arranged to happen today, with the return kit arriving before today, but I haven't received the promised return kit.

This is a failure on Virgin's part but I am terrified this will lock me into to some arrangement and I won't be able to leave without damaging my credit.

What can I do to rectify this ASAP?

Steven_L · Answer

Hello pjob,
Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having trying to return your equipment.
The returns packaging would only be sent out on the day that your services disconnect and can take up to 7 days to reach you. Are your services from us currently working or have they stopped now?
Kind Regards,
Steven_L

pjob · Answer

Hi Stephen, thanks for the reply.No, it seems they haven't disconnected yet, although today was the scheduled day. I also don't believe I've had any communication since the initial emails confirming the disconnection date &amp; last bill.Will I receive confirmation that the packaging materials have been sent out? Is there any way I can do it more quickly? It is absurd &amp; anti-consumer for this to take so long. Sometimes people have to move country!Very best,Patrick

Adduxi · Answer

If you have your own suitable packing boxes, you can generate the Yodel label yourself here - https://www.yodel.co.uk/returns/virgin&nbsp;

newapollo · Answer

Hi PatrickYour equipment may be disconnected at any time up to midnight tonight -&nbsp; equipment&nbsp; doesn't always all go off at the same time, for instance TV services may cease at 8pm but internet may remain active until midnight.The following page details the equipment that needs returning, along with a link so you can request the returns packaging yourself (including the delivery address you want the pre-paid packaging sending to) &nbsp; https://www.virginmedia.com/help/return-or-recycle-equipmentAlternatively, you can take the kit to your local O2 store.Whichever returns method you choose I suggest enclosing a covering note with your account number and details of the returned equipment including serial numbers, and make sure you receive a tracking receipt and keep it safe.

pjob · Answer

My service has not been disconnected, and now suddenly it appears I'm being billed with a contract out to 2027! I am incensed. What can I do about this??

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No return kit - is cancellation still happening?

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