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State89's avatar
State89
Joining in
15 days ago

Returning Kit

I've now been disconnected and left the property where I had Virgin. I requested a return pack for my equipment to be sent to my NEW address but nothing has arrived. I'm now being told I'll be charged £115!!! 

I don't think this is fair given you sent the original return pack to an address I'd informed you I was moving from. Where's the logic in that? It also says I have a WIFI pod to return, but typical Virgin I was never actually sent one, even though I was promised up to 3 free at the start of my contract nearly 2 years ago! I gave up asking for one in the end. 

I'm happy to return the equipment I actually have, I  just need a returns pack and ideally an extension on the time given the error here is with Virgin and not me. 

5 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    14 days ago

    Hey State89, thank you for reaching out and we are sorry to hear about your equipment issue.

    Sorry, to confirm have you already been a sent a returns pack or not?

    If not you can order one here 

    You can also take any equipment back to any O2 store if this is easier? 

    • State89's avatar
      State89
      Joining in
      7 days ago

      Hello, 

      I ended up printing my own label and have sent it back via yodel. However this does not solve the issue that your requesting a WiFi pod to be returned that I never actually received in the first place. I do not want to be charged £50 for this! Can you please help with this? 

      Thanks 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        7 days ago

        Hey State89, thank you for reaching out and we are sorry to hear about your missing WIFI pod.

        Just to confirm have you been told that you are being charged £50 for this?

        Have you sent all the other equipment back?