Forum Discussion

KeyserSoze85's avatar
KeyserSoze85
Joining in
31 days ago

Not Received Returns Packaging for Equipment

Hello,

My services were disconnected on the 13th June and I've since received a letter asking for the router equipment to be returned, otherwise I'll face a fine, however I have not received any packaging from Virgin to be able to return this equipment.

The chatbot just directs me to a page that doesn't work - https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack

Is anyone able to help me out here in getting some packaging sent out?

Thanks!

returns

4 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    31 days ago

    Hi KeyserSoze85,

    Thanks for your post and welcome to our community.

    We're sorry to hear you haven't received the packaging, and that the site isn't working to order this.

    I'll pop you a private message now so I can help.

    Please look out for the envelope in the top right of the page and pop back to me when you can. 

    • KeyserSoze85's avatar
      KeyserSoze85
      Joining in
      31 days ago

      Hi Vikki_M, 

      I've hit reply to you on the private message but it looks like it isn't sending. Can you confirm whether you have received anything from me?

      Thanks!

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        30 days ago

        Hi, no I haven't received a private message response. Could you try this again please? 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    29 days ago

    HI KeyserSoze85​ 

    The link that the chatbot directs you to is currently working for myself.

    You can also use the following link to print out your own returns label and use your own packaging.

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

    After clicking Create a new label. you will be prompted for your email address. Once you receive the email you will be able to print out a returns label which includes a barcode. You can then parcel up your equipment and drop it off at the nearest Collect + store. Enclose a covering note with your account number and details of the returned equipment including serial numbers.

    Make sure you receive a tracking receipt and keep it safe.

    You can also return the equipment via an O2 store https://stores.o2.co.uk/