Forum Discussion

ironage12's avatar
ironage12
Tuning in
31 days ago

Return Equipment

Just had a email regarding return of my faulty V6 box, saying we might be charged if we don't return equipment. On the 21st November, an engineer called Craig , ID 61066, fixed our problem with a new V360 box. He took the faulty V6 box with him to save us returning the box through the post. Can anyone check this out as I don't want to be charged for a box that has already been returned . I can see on this forum that this is an ongoing problem with Virgin for lot's of customers.

Thanks 

Steve

5 Replies

  • Vikki_M's avatar
    Vikki_M
    Forum Team (Retired)
    31 days ago

    Hi Steve,

    Thanks for your post and welcome back to our community.

    I'm sorry to hear you've received an unexpected email regarding the equipment return. 

    I'll send you a private message now.

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

  • ironage12's avatar
    ironage12
    Tuning in
    24 hours ago

    30 days ago I posted the discussion below, about returned equipment. I today received a message from Virgin to inform me I will be charged £90 on the 13th January 2026! As stated below my faulty equipment was taken away by the technician after replacing our faulty V6 box on the 21st November 2025. If this issue is not resolved soon I will cancel my Virgin contract and take my business elswhere.

    Stephen Woad

    Just had a email regarding return of my faulty V6 box, saying we might be charged if we don't return equipment. On the 21st November, an engineer called Craig , ID 61066, fixed our problem with a new V360 box. He took the faulty V6 box with him to save us returning the box through the post. Can anyone check this out as I don't want to be charged for a box that has already been returned . I can see on this forum that this is an ongoing problem with Virgin for lot's of customers

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      22 hours ago

      Hi ironage12,

      Thank you for your post. We're sorry to hear you have been advised you will be charged for equipment you don't have. 

      To confirm, did the engineer leave anything to confirm they were taking it away?

      ^Martin

      • ironage12's avatar
        ironage12
        Tuning in
        20 hours ago

        Hi, no, he said he would sort it out and left with the box