Seems like a common problem but I have returned my old hub and got the receipts to prove it. I'm still getting charged for not returning it even after a text from virgin verifing that all extra charges will be removed from my account.
Have called. Written. Still nothing is changing. Also before getting charged with this I have had multiple calls from virgin and now I can't seem to get a human on the phone! Please help!
Forum TeamHello torin1
Sorry to hear of the charges in relation to equipment and it's return, we appreciate you raising this via the forums and welcome to the community.
Can you confirm when the equipment was returned to us? It can take up to a week during busy periods for the equipment to be checked and the account updated. For the charges to be applied it would appear that it has been over this timeframe?
Let us know and we can look into this further for you.
You normally get around 4 weeks from actual termination to return. Seeing as it's one week to process a return, and VM can fart around with delayed sending of returns packaging or send inadequate sized packaging initially, or if a physical collection, miss the agreed appointment slot then the whole thing is very tight period.
In contrast, Sky give a more generous return window and VM really need to look at their returns window having been caught up in the nonsense myself last time through no fault of my own. It makes most leaving customers depart for good with bad experience.
Forum TeamHello torin1.
We will take a look at this for you and see if we can chase up the returned equipment.
If you don't mind, I’ll need to send you a private message to pass security.
If you can check the envelope top right of your screen, that would be great.
Regards
Gareth_L
