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vikreehal's avatar
vikreehal
Joining in
3 months ago

Returning equipment

I have been asked to return my equipment which I did promptly due to a me canceling my contract with VIRGIN MEDIA. I had been a customer for 20 odd years and they refused to give me good deal which they have done in the past but this year it was rubbish and were over charging over the odds. Now they are sending me Email's saying I have not returned my Set Top Arris Tivo Box 1 TB AAAX720504350000

I have returned the two boxes I had in the box that was provided to me with but they still keep insisting that they need the above box. What I don't get is that Virgin only provide to boxes. One router and TV box so where did this third one come from. Wonder if other people have had this issue because they are with holding £151 due to this issue. Can anyone help or suggest anything. Thanks

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  • goslow's avatar
    goslow
    Alessandro Volta
    3 months ago

    Have you got the tracking number for the parcel you did return?

    Did VM provide you with an original list of equipment they wanted back (which you seem to be saying is one VM hub and one TV box)?

    Have you ever had a TV box swapped in the past as an upgrade or repair (which might explain why you have another TV device logged on your account)?

    You will need a VM person to look into it for you.

    You should get a VM reply here within a few days.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi vikreehal 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your equipment returns. 

    If you have your receipt for the return, you can use the tracking number to check if it's been delivered to us here. 

    We also send a confirmation list of the equipment we request to be returned. On this confirmation, it'll have the details such as serial numbers for the equipment. Does the serial number match on both the confirmation and email regarding this set-top box?