Forum Discussion

Twyst's avatar
Twyst
On our wavelength
2 years ago

Threatening email about return of non delivered equipment

So back in 2021 I was offered a Hub5 upgrade from my Hub3 which I accepted. The Hub5 never showed up, neither did it's replacement. I complained about it here: https://community.virginmedia.com/t5/Forum-Archive/HUB-5-Where-is-it/td-p/4870682/page/7

After getting my Hub3 back working a year or so later I was offered a Hub4 upgrade, which I stupidly accepted again. This time it actually arrived and after querying VM what to do with my Hub3 I duly took it to an electrical recycling center.

In summary, VM have sent me a Hub3, Hub4 and two Hub5's which never turned up. A while ago I was asked to return my equipment as I have left for greener pastures (900/900 for £25pm). Imagine my horror when I received an email after returning my Hub4 where the headline reads "Outstanding Virgin Media equipment to the value of £105" listing my recycled Hub3 and one Hub5 which never turned up. Thankfully the second Hub5 they sent out isn't on their list otherwise the cost VM threaten me with could be much higher.

I am disgusted by this behavior - threatening for with money I can barely afford - about equipment I have not received and what I have received has been returned or recycled in accordance with their prior instructions.

If anyone reads this and has a similar email, I encourage you to do what I have done and complain to OFCOM.

  • unisoft's avatar
    unisoft
    Knows their stuff
    2 years ago

    They don't normally want the HUB3's back these days as most are old and about to croak with a red light if they haven't already that is. As for the HUB5's they can see they were not activated at your address and no traffic from them. The CMTS would definitely log MAC addresses of the hub 5's if used and I would think there was a registration server for activating the hub.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Hub3's are still required for recycling - check the page.

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 years ago

    Hello Twyst.

    Thank you very much for bringing this to our attention, sorry to hear about the demand sand charges for the equipment.

    This is something we can take at look at from here for you.

    If you don't mind, I will need to send you a private message to pass security. 
    If you can check the Logo top right of your screen that would be great. 
    Regards     
    Gareth_L
     

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

    To no-one's surprise, VM have now billed me for the Hub3 and Hub5.

    And just to rub the salt in I also have an email asking me to take part in a survey about how I would recommend them.

    Thanks for the reply Gareth, I've sent you my details privately so hopefully this can be looked into.