Forum Discussion

AliMacD's avatar
AliMacD
Joining in
10 months ago

Non Return of Hub Charge of £40 - But I have returned it and have proof!

Hi,

I closed my Virgin Broadband account earlier this year and returned the Hub using the box etc provide by Virgin (left at a Yodel pick up point on 13th March 24 and have a Tracking Reference number to prove this).  I subsequently got texts and emails suggesting that I hadn't returned the equipment and that I would be charged a fee of £40! I then tried to have it sorted on a chat on 3rd April and was assured that it was sorted and there would be no charge (i have a print out of the Chat)! A Virgin representative then called to my door on 9th April (un solicited) looking to collect the equipment. I explained to him that it was already returned and he accepted this and said he'd note it and took the Tracking number from me. I today received an email from Virgin saying that my new Bill was ready and, having logged into what should be a zero balance account, I now see a £40 charge has been applied and suggesting it it overdue. Can this be sorted once and for all as it is causing unnecessary stress and harassment. 

  • Hey AliMacD Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

    I'm sorry to hear about the charge you have been given in relation to the equipment despite having proof of the return.
    May I ask is it the receipt you have from Yodel / Collect+ when you dropped it off at the pickup point?

    Let us know and we can go on from there.

    Kind regards,
    Ilyas.

  • Yes, I have the Tracking Number from the Yodel Collection Point.....the Hub was dropped off there on 13th March 24!

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team

      Thanks for the reply AliMacD 🧾

      I will assist you further and send a private message.
      Watch out for the envelope inviting you in. 🧾

      Kind regards,
      Ilyas.

  • Thanks for speaking with us today AliMacD on the Virgin Media forums. 👋🏼

    I can confirm that everything has been resolved now after getting in touch with the team. 🙂
    Do reach out to us for any other future queries and we'll assist where we can.

    Kind regards,
    Ilyas.