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Anonymous's avatar
Anonymous
2 years ago
Solved

Returning VM Equipment

I have cancelled my VM contract on 25th March 2024, so after 30 days notice it ends on 24th April 2024.

I have received the returns box/package for the TV360 box and SHub3. I have disconnected both boxes and packaged them up into the returns box (including remote, phone adapter, power adapters, coax cable, and ethernet cable).

Do I return these now or do I wait until my end date ?

  • David_Bn's avatar
    David_Bn
    2 years ago

    Thanks for reaching out to us Anonymous, and welcome back to our Community Forums.

    You're welcome to return the equipment at a time that is convenient for you, but we would warn against holding this beyond the disconnection date as you could then be open to returns requests via text message and potential non-return charges being issued.

    If you're not using the equipment currently, I'd suggest there's no value in holding onto our kit and welcome you to return it ASAP

    Thanks,

    David_Bn

17 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi Anonymous 

    The returns packaging isn't usually sent until the services have been disconnected and the account closed.

    If I where I would unpack the equipment and re connect it. You will still be charged for the services until midnight on your disconnection date (24th April) whether you use them or not, so you may as well get your moneys worth. Return the equipment once VM disconnect the services. They might go off separately and it could be any time up until midnight on the 24th.

  • Anonymous's avatar
    Anonymous
    2 years ago

    I can't reconnect the equipment. I've been using full fibre broadband since October 2023 and have no need for VM TV, BB or phone (using FreeSat TV & my mobile).

    The VM equipment is safely packaged up in the returns box and I will hold on to this until the day after disconnection, where I will then take it to my nearest Yodel drop off point.

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for reaching out to us Anonymous, and welcome back to our Community Forums.

      You're welcome to return the equipment at a time that is convenient for you, but we would warn against holding this beyond the disconnection date as you could then be open to returns requests via text message and potential non-return charges being issued.

      If you're not using the equipment currently, I'd suggest there's no value in holding onto our kit and welcome you to return it ASAP

      Thanks,

      David_Bn

  • Anonymous's avatar
    Anonymous
    2 years ago

    OK. I'll drop the returns package off at my local Yodel drop-off point tomorrow morning. I'll scan the barcode with the Yodel app, so that I can track the package as well.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Thank you Anonymous please do let us know how things are looking once the package has been returned and if needed we will be happy to check on this on our side too! 

  • Anonymous's avatar
    Anonymous
    2 years ago

    I will be taking the package to my local Yodel drop-off point on Monday/Tuesday, delay is due to being ill for last few days and the weather.

  • Anonymous's avatar
    Anonymous
    2 years ago

    Hi @Ashleigh_C

    I have now sent back the VM equipment and have a tracking number (if needed).

    The return package was picked up by the Yodel courier from the drop off point at 12:30pm today.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 years ago

      Great to hear Anonymous 

      It can take upto 14 days for the equipment to be returned/scanned in and assigned etc.

      Best wishes.

  • Anonymous's avatar
    Anonymous
    2 years ago

    I can see from the tracking that the package has been received by VM at 20:34 today, so hopefully should be scanned & assigned, etc with the next 14 days.

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for coming back to us Anonymous.

      Do feel free to keep us updated and we'll be on hand to assist where possible if this is required

      Thanks

      David_Bn

  • Anonymous's avatar
    Anonymous
    12 months ago

    I've received an email this morning asking for the return of the SuperHub 3. I returned all the equipment last week, can someone verify this please.

    Also I gave a credit of £1.17 on my account, how is this returned to me when direct debit has already been cancelled. 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      12 months ago

      Hi Anonymous, thank you for your post.

      I can see you've been in touch with the team. Did they answer your two queries?

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel

  • Anonymous's avatar
    Anonymous
    12 months ago

    Not clearly, as I struggled to understand what he was saying due to my impaired hearing. 

    He did say the £1.17 credit would be refunded to me after 45 days has elapsed from closure, but he didn't say how it would be refunded to me. 

    I did mention about the email regarding the return of the SuperHub box and I think he said both have been received.

    Could someone just clarify and check both please.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      12 months ago

      Hi Anonymous, thank you for your response.

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

  • Anonymous's avatar
    Anonymous
    12 months ago

    I've received an email from Virgin Media today saying they have received the TV box but not the SuperHub.

    I find this difficult to understand as both were in the same returns box. 

    Can someone please confirm that Virgin Media have received both boxes and what happens to the £1.17 credit on my account as the direct debit is no longer active. 

  • confucious's avatar
    confucious
    Tuning in
    11 months ago

    I sent my kit back over a week ago and am still getting threatening texts and emails from Virgin.

    They really are nasty, 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      11 months ago

      Hi confucious 

      The emails are automatically generated by the billing system.

      VM can't update the systems if the equipment is still in transit. Transit can take between 7 to 10 working days.

      Once VM receive the equipment and it's scanned into the systems then the billing account will be updated. (The returns are scanned in bulk )