Return kit - alternative
I am being charged £48 to return a kit by yodel when express 24 hours, tracked and signed for by post would cost £13.40.
Why would I need to use yodel?
How can I cancel the charge and send by post instead?
Forum Discussion
6 Replies
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It should not cost you anything to return equipment to VM
https://www.yodel.co.uk/returns/virgin
either by requesting packaging or printing your own label
Are you describing a £48 charge which VM will apply if you do not return VM's equipment?
- Deepak_S
Forum Team
Thank you so much for reaching out and explaining the situation Khirsig. We completely understand how frustrating it must feel to see such a big difference in return costs, and we’re really sorry for any confusion this has caused.
When equipment is returned to us, we normally provide prepaid postage and packaging labels to make the process as simple and cost-free as possible for our customers. Could you please confirm whether you’ve received these labels from Virgin Media O2? If not how did you go about returning the equipment?
Once we know that, we can guide you on the best next steps to ensure you’re not paying unnecessary charges. Thank you for your patience while we look into this, we’ll do everything we can to make this right for you🙂
Hi Khirsig
VM will send you prepaid packaging to return the items via yodel
https://www.virginmedia.com/help/request-prepaid-pack?
You can also return the equipment to your nearest O2 store
The charges for non-returned equipment are:-
Hub 3: up to £50 per unit
Hub 4: up to £75 per unit
Hub 5: up to £75 per unit
Hub 5X: up to £85 per unit
Emergency Back-up Line: up to £50 per unit
Wired Booster: up to £50 per unit
WiFi Booster: up to £50 per unit Intelligent
WiFi Pod: up to £86 per unit
Virgin TV 360 box: Up to £100 per unit
Stream box: Up to £45 per unit
V6 box: up to £100 per unit(Equipment charges from https://www.virginmedia.com/legal/price-guides)
Thanks all for coming back - I thought it was prepaid too until I got the bill.
However this was now cancelled and credited back. So I can only assume it was billed in error.
Thank you!
I can only assume it was billed in error.
Thanks for updating the thread Khirsig It's good to see it's all been sorted.
It looks like a misunderstanding, but not of your own making.
Customers may still see emails regarding return of the hardware device(s), even though they have sent the equipment back as the emails are automatically generated by the billing system.
VM can't update the systems if the equipment is showing as still in transit. The returns are scanned in bulk so it can take between 7 to 10 working days for the systems and the billing account to be updated and any erroneous charges removed, or refunded if already paid.
