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Mickrick1's avatar
Mickrick1
Tuning in
22 days ago

VM say all my Equpment was not returned at the end of my mother's contract, but I sent everything asked for

Following my mother's death earlier this year, I took overpaying for her VM account while the house was being sold. I cancelled the account effective the start of May and ordered the return package. The package arrived (after I raised a complaint as it never arrived in the six weeks it took to end the contract).

The website asks for the following equipment to be returned:

 

 

I sent back the router and Tivo box plus remote and cables (photo attached).

Today I got the SMS saying:

Just a heads up that we only received some of our kit back from you. You can find a full list of everything that needs returning on the email we sent. Tap the link to order more prepaid returns packaging virginmedia.com/returnspackage

Any charges that had been applied for the kit you returned will now be removed.

So:

  1. I returned all the equipment VM asked for - both in the returns box instructions and according to the VM website.
  2. If I didn't, why are VM removing the charges for returning the equipment?

How do I find out what it is that VM think I haven't returned as I followed the instructions in the box to the letter?

The whole experience of dealing with VM at such a trying time is one I would never want to repeat.

Mike

5 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    21 days ago

    Hi Mike (Mickrick1) 👋 Welcome back to the community forum!

    Thanks for posting to bring these concerns about the equipment returns charges to our attention. 

    So sorry for any frustration or concern caused by this! I will send you a PM to confirm a few account details and take a look at what charges are showing / have been cleared from the account. I can then also offer further support if needed. 

    If you can please keep an eye on your Inbox 📩 in the top right corner of the page for a PM offering support. 

    We can then return to this public thread with another update when possible. 

    Thanks for your patience in the meantime! 🌞

  • Mickrick1's avatar
    Mickrick1
    Tuning in
    17 days ago

    I have passed security when replying to Molly_T privately but am now being ignored over there.

    Apparently I need to return the EBUL even though I was not asked to do so and it would not have fitted in the box sent anyway with all the other gubbins.

    Can someone please send me a returns box for the EBUL so I can get these pending charges for my dead mother's account cancelled?

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      16 days ago

      Hi Mickrick 👋 Thanks for returning to keep the public thread updated. 

      Our sincerest apologies for the delayed response - sadly as the community forum is not an instant response platform, reply times can vary on this platform depending on staff availability and operating hours. We also sadly have had an issue with the community forum preventing our replies but it's sorted now! 🤞 I've replied to your PM offering further support. 

      Thanks for your continued patience. 🌞

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    6 days ago

    Hi All 👋 Just returning to keep the public thread updated. 

    Huge thanks to Mickrick1 for PMing with me, to confirm a few details. Also for their patience whilst we arranged some additional returns packaging for a piece of equipment they were not aware was outstanding. It may be worth me mentioning that whilst an EBUL is not listed on our equipment returns page 👉 https://www.virginmedia.com/help/return-or-recycle-equipment we do require their return at the termination of an account. Thanks again to Mickrick1 for their understanding whilst we cleared everything up. I can also confirm any charges in concern were resolved too!

    Glad to see it all sorted! Wishing you all the best. 🌞