Forum Discussion

LauraAimeParis's avatar
LauraAimeParis
Tuning in
4 days ago

Virgin fail to send packaging to return tivo box

Since receiving a new tivo box over a year ago, I have contacted Virgin 8 times to request the packaging to send the old one back. This has included online, on the phone and via engineers who came to the house. Each time,  there were profuse apologies and the promise to send the packaging. I am now considering taking the old box to the tip but don't want to be charged (although advisors I speak to on the phone seem unaware of the history of my dilemma or whether I may be charged). Anybody else had a similar experience and able to advise,  please?

equipment
Tivo

3 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 days ago

    <Which box> are you referring to?  Do you mean one of the original tivo boxes or a V6 box?

    As per https://www.virginmedia.com/help/return-or-recycle-equipment the original tivo boxes don't need returning.

    You can however still return older VM equipment as below taken from the above link.

    Non-Virgin Media & Older Virgin Media equipment

    If you have recently joined us and have non-Virgin Media equipment* from a previous provider or older Virgin Media equipment and wish to send it to us for recycling. Please follow this link to create a new pre-paid label to return it to us.

    Alternatively, you can take the kit to your local O2 store or your local recycling centre. You can find out where here https://www.recyclenow.com/recycling-locator

    Equipment must be a like-for-like product and perform the same function as to that which is supplied by Virgin Media (example Set top boxes, Modems, Routers or Wi-Fi boosters)

  • LauraAimeParis's avatar
    LauraAimeParis
    Tuning in
    2 days ago

    Thanks, it was a newer box and every time I've spoken to Virgin, they've said I can only return it in the specific packaging that they have to send to me. I think I will just email them again and recycle it as I suspect that they are not going to charge me.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      12 hours ago

      If it's a newer box (V6, 360 or Stream box) then you will be charged if you don't return it.

      You can print out the label I advised in my previous reply and use that to return the kit via yodel.  It doesn't have to be the original packaging, just ensure the packaging is strong.  Make sure you enclose a covering letter with it including serial number of the equipment, your account number and address, and obtain a tracking number from yodel so you (and VM) can keep an eye on it's progress. 

      Again as per my previous reply you can also return the equipment to an O2 store, and again, obtain a receipt and ensure you enclose a covering letter with it including serial number of the equipment, your account number and address.

      You can also order prepaid packaging from https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack

      The charges for non returned returned equipment are copy pasted below (taken from the Non Returned Equipment section at the bottom of the  https://www.virginmedia.com/legal/price-guides  page

      • Hub 3: up to £50 per unit
      • Hub 4: up to £75 per unit
      • Hub 5: up to £75 per unit
      • Hub 5X: up to £85 per unit
      • Emergency Back-up Line: up to £50 per unit
      • Wired Booster: up to £50 per unit
      • WiFi Booster: up to £50 per unit Intelligent
      • WiFi Pod: up to £86 per unit
      • Virgin TV 360 box: Up to £100 per unit
      • Stream box: Up to £45 per unit
      • V6 box: up to £100 per unit