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Miscellanist's avatar
Miscellanist
Tuning in
2 years ago
Solved

Email requesting return of equipment I do not have

Hi,

I appreciate this is possibly not the correct board to post this but could not find anything that seemed any more appropriate.
I have recently been receiving emails from Virgin asking me to return equipment I do not have. Until today they have advised me to ignore if I no longer have the equipment but today’s does not. It is referring to an Arris Hub 3 broadband router and supplies a serial number that does not relate to any of my Virgin equipment. We have had Virgin here twice in June and July but on neither occasion was old or spare equipment left with us.

After my experiences in arranging the two recent home visits, I really do not want to hang on the phone or be on the chat service for lengthy periods of time plus the emails all originate from a 'no reply' email address: Can anyone suggest how best to resolve this matter?

Thank you.

 

  • beezer60's avatar
    beezer60
    2 years ago

    Same situation here. In June when I was sent a Hub 4 the VM web page about return/recycling said the Hub 3 didn't need to be returned and should be recycled - which I did. Now receiving texts/emails about returning it and the VM web page has been changed to include returning the Hub 3.

    I tried phoning but gave up after being on hold for 30 mins so I raised a complaint instead.

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  • beezer60's avatar
    beezer60
    Tuning in
    2 years ago

    Same situation here. In June when I was sent a Hub 4 the VM web page about return/recycling said the Hub 3 didn't need to be returned and should be recycled - which I did. Now receiving texts/emails about returning it and the VM web page has been changed to include returning the Hub 3.

    I tried phoning but gave up after being on hold for 30 mins so I raised a complaint instead.

    • Miscellanist's avatar
      Miscellanist
      Tuning in
      2 years ago

      Thanks for that update. It looks like I'll need to do the same. 

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

      Hello beezer60

      Thanks for your post regarding the Hub3 text/emails you haver received.

      I am sorry there was some missed wording on the message.

      Part of it should have said "please ignore if you have already recycled this"

      Please don't worry as the team will be fully aware of any customers that have done the same as you.

      Gareth_L

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

        Thanks for the update Gareth_L   Hopefully this will be "broadcast" on the VM Website for information to all who are in the same boat?

  • Fastdax's avatar
    Fastdax
    Tuning in
    2 years ago

    Same situation here also.
    New Hub 5 delivered 4th August, return instructions only mentioned Hub 4/5 needing to be returned and "recycle other items" which I did.
    Now getting demands for the Hub 3 router which has long gone.
    Latest VM recycle page does mention Hub 3 ( https://www.virginmedia.com/help/return-or-recycle-equipment ) but a Wayback Machine snapshot from 9th August doesn't mention Hub 3.

    https://web.archive.org/web/20230808165940/https://www.virginmedia.com/help/return-or-recycle-equipment

    So VM have changed their minds after the fact and are trying to extract money from me for following their instructions!

    I also will raise a complaint.

  • Miscellanist's avatar
    Miscellanist
    Tuning in
    2 years ago

    I raised a complaint a couple of days ago and have now been advised that 'you need not have to return any equipment if you do not av what is being asked to you to return.'.

    Matter resolved. Thanks for the various responses.

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

      Thanks for the update Miscellanist, glad to hear this has been resolved.

       

      Rob