Virgin Media asking to return old equipment

Question

Hi all,We've recently cancelled our Virgin Media broadband and have the date set for the eventual switch off.We've received an email asking us to return equipment, however, Virgin Media are asking us to return equipment they already took from us to be recycled years ago.They are asking for the return of a&nbsp;Netgear Super Hub and a&nbsp;Samsung TiVo box 500GB. Virgin took the old router to be recycled when we upgraded to the 1GB package years ago and they replaced it with the Hub 5.We also don't have a TiVo box as this was cancelled and VM took it well over a decade ago.The only item we have is the Hub 5 for our 1GB broadband. How do we get these other 2 items removed as we do not want to be charged for items that Virgin themselves took years ago?

Gareth_L · Answer

Hello New_here1984
Thanks for your first post and welcome to our community.
 Sorry to hear you're being asked to return equipment that you no longer have.
 I'd like to investigate this for you.
 If you don't mind, I will need to send you a private message to pass security.&nbsp;
 If you can check your logo at the top right of your screen that would be great.&nbsp;
 Gareth_L
 &nbsp;
&nbsp;

salbm · Answer

Has this been resolved as i am having a similar issue, Virgin are sking me to return items that are either been ugraded and returned to the engineer or returned back once i cancelled the tv package&nbsp;

salbm · Answer

I had an email on the 28th to return the following

RouterArris Hub 3 1835D1717963

Broadband RouterNetgear Super Hub E4F4C6C72BC8

Set Top BoxCisco TiVo box 500GB C91865253XCRWRLR

I have the RouterArris Hub 3 1835D1717963

The other two items I don't have TIVO was returned once i cancelled the TV package and the Super hub was taken by the engineer at the time when we upgraded our hub

I have tried customer service but i have been unable to get through, i just want confirmation that i will not be charge for the items that i no longer have, because they have been returned.

Thank you

John_GS · Answer

Hi salbm&nbsp;
Thanks for posting and welcome to the community.
We only charge you for items not returned that we need you to return, see more here - https://www.virginmedia.com/help/return-or-recycle-equipment
Best wishes.

salbm · Answer

Hi John,I only have the HUB as per my message. I shouldn't have to pay for equipment I don't have and have either been ŕemoved by engineer or returned, please can you look into this, once confirmed I won't be charged for the other two devices I will return the HUBI have been a loyal customer and trying to charge me for something I don't have is un acceptable, please look into this and let me know the outcome.As mentioned only have the HUB and that's all that will be returned once confirmed that I won't be charged

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Virgin Media asking to return old equipment

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