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Yaesu's avatar
Yaesu
Tuning in
2 years ago

Re: Please return the unused Virgin Media equipment

I had an issue with my contract and how much I was paying, after 4 conversations online that amounted to nothing, i finally found a customer service rep who sorted my issue out . It took a bit of time but credit to the young lady in question, she was definitely von the ball. So I'm happy to say it's solved .  But now I have another issue.

I was sent a new modem , an upgrade apparently, no return box for the old modem, so being environmentally aware I looked on the virgin website and found a page about returning equipment. I couldn't see the old modem on there, so took it to the recycling centre.

I am now being chased to return the modem 6-8 weeks after the event , what do I do now. I was led to believe I was doing the right thing?

 

4 Replies

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  • beezer60's avatar
    beezer60
    Tuning in
    2 years ago

    See the post from Forum Team member Gareth_L on 16 March

    https://community.virginmedia.com/t5/QuickStart-set-up-and/No-Good-place-for-this-Upgrade-to-Hub-4-from-Hub-3-return/td-p/5281301

    "Regarding the Hub3 and returning it back to us.

    We did used to charge for a non returned hub3, but from the 1st of March, we just ask the customer to recycle this in an environmentally friendly way."

    This is what I did with my old Hub 3. Now I'm being chased by text and email to return it.

    I have nasty feeling that VM will try to charge me for not returning something which they asked me not to return.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    This seems to be a recent email from VM, regarding returning equipment.  It was always the case for a long time that VM did not want any Hub 3's back.  However this new email is asking for exactly this.  Luckily I did keep my old Hub 3 and packaging ( did anyone say hoarder?) and it's now on it's way back to VM via Yodel.  I have taken the relevant photos and of course the proof of posting from the local Yodel (Collect +) store.

    It will be interesting to see if this email is rescinded at some point?

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi Yaesu 

    VM updated the returns page on 1st September and are now asking for hub 3's to be returned again. To help forum staff I've merged your thread with the main one for other customers who are having the same issue

    • Yaesu's avatar
      Yaesu
      Tuning in
      2 years ago

      Thanks for that , this definitely needs looking into for sure . So many people complaining about the same thing , definitely needs addressing.