Forum Discussion

cocojiang's avatar
cocojiang
Just joined
2 months ago

Unable to reinstall the terminator cap


I have recently moved out of my previous property.

HM-150725-32  

My broadband account with Virgin Media was terminated on 18 July 2025.

However, nobody had instructed me to install the terminator cap until I received the return package on 25 July. Unfortunately, I no longer have legal access to the property and am unable to re-enter to complete this step, as my lease ended on 14 July.

The cap remains in my possession, and I am happy to return it to you by post or with the return package if needed. Please let me know if you would like me to send it back, or whether no further action is necessary.

I would also like confirmation that I will not incur any charges as a result of not being able to insert the cap, as I have fully complied with the disconnection process and am no longer able to access the premises after cleaning. (Pls find attached my checkout record)

Thank you for your understanding and support.

cancellation

3 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    2 months ago

    Hi cocojiang,

    Thank you for your post and welcome to the community.

    We're sorry for any confusion with the equipment. 

    You wouldn't be charged for not applying the cap. 

    To confirm, has any needed equipment been returned?

    ^Martin

    • cocojiang's avatar
      cocojiang
      Just joined
      27 days ago

      Thank you for your reply.

      I have returned the equipment to the Yodel Shop on Abingdon Road.

      Thanks,

      Coco

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        27 days ago

        Morning Coco, 

        Thanks for confirming that. In that case there won't be any charges applied to the account. 

        You can dispose of the cap, as it's no longer needed.

        Let us know if you have any further queries or questions that we can help with 😊

        Many thanks,