Forum Discussion

JR_666's avatar
JR_666
On our wavelength
2 years ago

Returning Virgin Media router - where to send it?

After more than 10 years with VM, I have left. 

But nothing is easy with VM is it? I couldn't find any way of ending my subscription except by sending a letter! After several weeks I got a response and eventually an acknowledgement. 

But now I am in the debacle of the 'return kit'. Here's the last and final scam this company tries to play on you. I received an email telling me they wanted their kit back - all good. And on that same email was link to order pre-addressed packaging to return the router. Still good. 

Except nothing arrived after 3-4 days, so I hit the link in the email again and requested more packaging. Few days, nothing arrived. Total of 4 times I requested packaging - nothing has arrived. Then a 'threat' email ... "if we don't get our kit back we are charging you £40". 

Then an engineer turned up unannounced when I wasn't in. I arranged an alternative date. He didn't turn up.

I'm in credit ... but they have now billed me £40 for kit they are quite likely going to put in a skip. Goodbye credit.

This company is a scam from beginning to end. 

Anyone know the address for returning VM kit?

 

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 years ago

    Hi JR_666 

    Welcome back to the community forums 

    So sorry to hear that you feel this way and have left us. 

     

    Pre-paid returns packaging can take up to 10 working days to arrive, but you can print your own returns labelling here and drop off at your nearest collect plus point. Keep a hold of your receipt as this will have your tracking number on it to track your return online. Once received the charge will be removed from the account. 

     

    Alternatively, the door step collection team should be in touch again to arrange another time/date for you to collect the equipment. 

    • JR_666's avatar
      JR_666
      On our wavelength
      2 years ago

      hiI know you mean to be helpful, but you should verify the link first. The link does not link to a print my own 'returns label'. It's the same link I've already used 4 times to request packaging. 

      • Beth_G's avatar
        Beth_G
        Forum Team
        2 years ago

        Hi JR_666

        I'm really sorry that you haven't received your equipment returns pack through this link. That must be frustrating.

        I've sent you a private message so we can look into this further with you. We'll be able to remove the charge if necessary or arrange another collection.

        Thanks,