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the1army's avatar
the1army
Tuning in
5 days ago
Solved

Returned Hub 3 – Serial Number Mismatch & Coaxial Cable Query

Hi all,

I recently returned my Hub 3 to Virgin Media as requested. However, I noticed that the serial number mentioned in the return email did not match the one on the device I actually had. To be safe, I made a note of the correct serial number and called Virgin to flag the discrepancy. I was told that a notice was raised for the warehouse team to be aware of this.


Has anyone experienced something similar? I’m just a bit concerned this might cause an issue down the line, even though I followed the correct process.


Also, I included the white coaxial cable that was connected to the wall outlet along with the hub. I wasn’t sure if that needed to be returned, but wanted to send everything that came with the kit. Hopefully that was the right thing to do — can anyone confirm?


Appreciate any reassurance or advice. Thanks in advance!

  • the1army's avatar
    the1army
    17 hours ago

    Had a few messages back and forth with Molly_T and the router is on it's way back to the Virgin warehouse and I was told that any charges on my account regarding the equipment have been removed. So thank you.

4 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 days ago

    Hi the1army 👋 welcome to the community forum!

    Thanks for posting and letting us know your concerns about the serial numbers on your equipment. 

    In terms of the Coax cable - we don't require this to be returned but thank you anyway! You can find a full list of equipment and how to return or recycle it here 👉 https://www.virginmedia.com/help/return-or-recycle-equipment 

    As you've returned the hub, any equipment returns charges should automatically be removed from your account but I will send you over a PM to double check and offer further help with this if needed. Please keep an eye on your Inbox 📩 in the top right corner of the page. 

    (We can then return to this public thread with another update if needed.) Thanks for your patience in the meantime! 🌞

     

  • the1army's avatar
    the1army
    Tuning in
    4 days ago

    Thanks for the reply. I have responded to your direct message. 

    If I rejoin I’m assuming Virgin will send out a new coaxial?

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    17 hours ago

    Hi All 👋 Just returning to this public thread to keep things updated. 

    Thanks to the1army for PMing with me 📩. I was able to confirm the details needed to offer further support with the equipment returns charges. We established that the equipment had not yet completed it's return and processing with us, but I was able to confirm the charges have now been removed to put their mind at ease. 

    Thanks for your patience and co-operation whilst offering support! Wishing you all the best. 🌞

  • the1army's avatar
    the1army
    Tuning in
    17 hours ago

    Had a few messages back and forth with Molly_T and the router is on it's way back to the Virgin warehouse and I was told that any charges on my account regarding the equipment have been removed. So thank you.