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KP19's avatar
KP19
Joining in
2 years ago
Solved

Please return the unused Virgin Media equipment

hi 👋🏼 can anyone advise if the odd email Ive received it genuine? It is asking : Please return the unused Virgin Media equipment? We haven’t got any unused equipment? We upgraded to volt quite a few months ago as our old router was very old and falling apart and was unsafe the virgin engineer told us to discard it (the side was falling off) this email has come out of the blue? Thanks 😊 

  • Jen_Y's avatar
    Jen_Y
    2 years ago

    Hello, I can confirm we emailed customers who had a disconnected a hub 3 from March to now.

    • If you still have your Hub 3 please refer to your email on the next steps.
    • If you no longer have your Hub 3 please ignore the email.

    Thank you 

    Jen_Y

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  • Jen_Y's avatar
    Jen_Y
    Moderator
    2 years ago

    Hello, I can confirm we emailed customers who had a disconnected a hub 3 from March to now.

    • If you still have your Hub 3 please refer to your email on the next steps.
    • If you no longer have your Hub 3 please ignore the email.

    Thank you 

    Jen_Y

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      2 years ago

      If they "ignore the email" (having already disposed of their Hub 3 in good faith) as instructed will they still incur the automated fee? If they do then what do they do then? 

    • Very82's avatar
      Very82
      Joining in
      2 years ago

      Don’t ignore it I been charged £80 for 2 routers I taken to the recycling centre.

      • Paul_DN's avatar
        Paul_DN
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Very82,

        Thank you for reaching out to us in our community and welcome, sorry to hear you have been charged for 2 Router you have recycled, which Routers were they?

        Regards

        Paul.

  • BrianG3's avatar
    BrianG3
    Joining in
    2 years ago

    Several months ago my old Hub3 router was updated . At the time was told IF we needed to return the old router details would be in with the new router. NOTHING was mentioned in there and we had received no correspondence regarding it, So as requested I recycled it at the local council Recycling centre .

    I have now had an email requesting the return of old equipment ie the old Hub3 .which as it has been recycled is impossible !!

    I see from other post on here that this seems to be happening to a lot of people .What is the solution  ???

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 years ago

      Hi BrianG3 

      Thanks for posting and welcome to the community.

      The email received should state - if you have not still got it, ignore the email. We are from September 1st 2023, wanting Hub 3's back. However this wouldn't apply to you given what you've advised 🙂

      Best wishes.

      • KP19's avatar
        KP19
        Joining in
        2 years ago

        my email doesn’t say if you’ve not got it to ignore the email as you've stated? 

        “Hello,

        We recently sent you a new piece of equipment to replace the equipment you currently had and now vou have this connected to our network we need vou to return the old equipment back to us.

        Please follow the simple instructions we've provided in the pack that we delivered with the new

        equipment. We use Collect+ services for returning equipment, and you can find your nearest drop off point at collectplus.co.uk/storefinder

        What needs to be returned?

        The description and serial number of the equipment are shown below:

        Item Tvpe

        Item Description Serial Number

        Broadband Router

        Arris Hub 3”

  • Fostea2390's avatar
    Fostea2390
    Joining in
    2 years ago

    I’ve been going through the same thing (changed contracts August, told didn’t want equipment back etc) and have just ignored annoying emails, text messages only for a virgin engineer to knock on my door at 8am this morning asking for the equipment. Virgin really need to sort themselves out. Complaint will be forthcoming. 

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey Fostea2390,

      Welcome to the Community Forums and thanks for the post.

      With regards to this email we have recently changed some of the equipment we have requested to have sent back to us, it should state on this email however if you no longer have the equipment you no longer need to provide us a return.

      Joe

      • Fostea2390's avatar
        Fostea2390
        Joining in
        2 years ago

        thanks Joseph, but how do I stop the emails/text and now engineers knocking on my door? He was quite insistent and said he would pop back later to give me time to find it 🤷‍♂️🤦‍♂️