Forum Discussion

paulcdavis's avatar
paulcdavis
Tuning in
3 months ago

Returning old Equipment

Hi I have moved to a different ISP, have received an email to say the packing to return my old router is on its way .This hasn't arrived and ive re requested packaging but this hasnt arrived either, Can you please advise how i can return this without being charged, are the mobile engineers able to pick it up from my house at an arranged time?

8 Replies

  • Ty , does it need to be packaged in anyway or can i just hand them the router and power supply  obviously i will get proof I have dropped it off. I have just found a link to create my own returns label so may do it this way if i can find suitable packaging.

    https://www.yodel.co.uk/returns/virgin

    • goslow's avatar
      goslow
      Alessandro Volta

      Whichever return method you use, make sure you get a receipt and tracking number for all items you return. That is the only proof you have returned items to VM. Personally, I would also make a note of the model, serial number and MAC address of all items as there have been past topics on here where VM is requesting different equipment numbers from the numbers on the customer's equipment.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team

      Hi paulcdavis 

      Welcome to the Community Forums. 

      Sorry to hear that your pre-paid returns packaging hasn't arrived. It can take 10 working days to arrive once ordered. 

      Did you order this with an agent or did you order your own through the online option here

      • paulcdavis's avatar
        paulcdavis
        Tuning in

        Thanks for the response i had an automated email to say that the packaging was on its way  , then  ordered through the link another set a few days ago as i dont want to be billed for the equipment 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Yes.  Keep a note of the serial numbers, and check that VM confirm what they have received.  You should get an email like this...

     

    ** My name is jpeg1, not Alessandro **

    • paulcdavis's avatar
      paulcdavis
      Tuning in

      Thanks for the info, i have found a link to create a pre paid parcel  that returns it to

      CPE Reverse
      Door 99, Unit 3 Claudius Way, Prologis Business Park Wellingborough
      Northamptonshire

      Just need to find some suitable packaging

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team

        Excellent, please try not to worry about the equipment return charge notifications. These are automated and sent via our system and once received and checked these are removed and the notifications will stop 👍

         

        Any further issues, please don't hesitate to get in touch with us here.