I'm leaving Virgin due to moving in with partner and have informed company of disconnection date which has been confirmed. I cant see how to return the equipment or request a return label/box? All the links etc on website are broken and I am going round in circles. Can anyone advise?
The returns packaging is usually sent out around 7-10 days after the cancellation completes. This should have been explained when you placed your cancellation request. Did you advise them of your new address as well if you need the packaging sending there instead of the current home address?
You can use the online webform to request new packaging
/virgin-media-return-or-recycle-equipment/request-returns-pack
That form also has a section for a different delivery address than the account address if needed.
You can also use the following link to print out your own returns label and use your own packaging.
https://www.yodel.co.uk/returns/virgin
After clicking Create a new label. you will be prompted for your email address. Once you receive the email you will be able to print out a returns label which includes a barcode. You can then parcel up your equipment and drop it off at the nearest Collect + store. Enclose a covering note with your account number and details of the returned equipment including serial numbers.
Make sure you receive a tracking receipt and keep it safe.
** Use either or both of the following links to find your nearest store (they have different shops listed)
https://www.collectplus.co.uk/find-a-store
https://www.collectplus.yodel.co.uk/store-locator?v=2.
You can also return your equipment via an O2 store if you have a local one. If you do take that route then make a note of your account number along with the serial numbers of any equipment you are returning and give that to the O2 staff, retaining a copy yourself and possibly get them to sign for it/and or take a photo.
