Forum Discussion

Elaine18's avatar
Elaine18
Just joined
5 days ago

Returning equipment

The never ending challenge of leaving VM continues.  I have finally received the packaging to return modem and cables, over a week after I moved house.  This is despite contacting VM 3 times before I moved house, firstly via Live chat, then by emailing the Movers Team (having received zero communication from them despite being told by Live chat that I would hear within days) and finally by telephone.  It was only after this telephone call that the process of sending out the packaging was begun. I was given no other instructions until the packaging arrived with an instruction to ensure that I had removed the white cable from the Virgin media socket and put the silver cap on the end.  Bit late for that I'm afraid as I no longer live there.

So, will I be charged for not returning this cable with its silver terminator cap?  Despite the fact that this has been caused by VM's own lack of action?  

 

5 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    5 days ago

    Hi Elaine18 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns and experience when returning our equipment. We will reach out to the returns team to find out if there is a charge when cabling has not been returned. We'll come back here once we've had a response and support further if needed. 

    • Elaine18's avatar
      Elaine18
      Just joined
      2 days ago

      Hi Carley

      have you had a response yet?  I also don't have the remote control as I was told absolutely nothing about equipment return on the Live Chat and did not receive the email as promised by Live Chat.  The first I knew about returning equipment was in a telephone call - made by myself as still not communication FROM VM despite my previous 2 attempts to find out what I needed to do - which took place on 21st May, the day before I moved out, with Rachel of the Movers Team.  She didn't specify exactly what equipment I needed to return so I asked whether she meant the modem and she said yes.  No other equipment was  mentioned.

      I look forward to hearing back from you soon

      Elaine

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        3 hours ago

        Thanks for coming back to us Elaine18.

         

        The only equipment we would need returning would be 

        360 or V6 TV box

        Hubs 3,4,5 and 5x

        WiFi pods

         

         

        If you're not sure what equipment you have the equipment we need returning can be found here.

         

        Kind Regards,

        Steven_L