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Ekdp's avatar
Ekdp
Joining in
13 days ago
Solved

Help with issues around returning old tv box

I was hoping a forum team member could help me, please. I'm getting nowhere with the live chat.

My elderly father has recently received a new 360 box, but is very anxious about returning the old box.

The old box is a CISCO CT8620 (I think a Tivo) box. It doesn't fit in the packaging that the new box came in. There were no instructions about how to return it. Someone on live chat told me it had to be returned and would send a 'kit' but nothing arrived.

My poor dad has had to buy a box that will fit the thing, but we've still got no information on what to do with it next.

If a member of the forum team could please DM me, I'd be really grateful. My dad is looking after my mother with Alzheimer's and I would like to at least remove one worry from his life!

Many thanks.

5 Replies

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

    Hi Ekdp,

    According to https://www.virginmedia.com/help/return-or-recycle-equipment the old tivo boxes don't need returning, however you can use the following online webform to request packaging

    /virgin-media-return-or-recycle-equipment/request-returns-pack 

    You can also use the following link to print out your own returns label and use your own packaging.

    https://www.yodel.co.uk/returns/virgin 

    After clicking Create a new label. you will be prompted for your email address. Once you receive the email you will be able to print out a returns label which includes a barcode. You can then parcel up your equipment and drop it off at the nearest Collect + store. Enclose a covering note with your account number and details of the returned equipment including serial numbers.

    Make sure you receive a tracking receipt and keep it safe.

    ** Use either or both of the following links to find your nearest store (they have different shops listed)

    https://www.collectplus.co.uk/find-a-store 

     https://www.collectplus.yodel.co.uk/store-locator?v=2. 

    You can also return your equipment via an O2 store if you have a local one. If you do take that route then make a note of your account number along with the serial numbers of any equipment you are returning and give that to the O2 staff, retaining a copy yourself and possibly get them to sign for it/and or take a photo.

    https://stores.o2.co.uk/

     

     

    • Ekdp's avatar
      Ekdp
      Joining in
      13 days ago

      Hi newapollo,

      I'm really hoping that someone from Virgin Media can just clearly state whether or not it actually needs returning - just to give my dad some certainty and possibly spare him the hassle.

      But thanks so much for your very thorough and helpful response. It's very much appreciated. We did look at the page about recycling/returning equipment, but unfortunately my dad's concerned that it doesn't *explicitly* state the box doesn't need returning. Plus the person on the end of live chat conversation insisted it needed returning, which has raised dad's stress levels!

      We've already requested a returns pack but it never arrived. I've just tried again using the helpful link you sent - thank you.

      Could I trouble you for a bit more advice, please. In the Yodel link you suggested, would you put the VM account number where it says 'customer reference'?

      With thanks in advance,

      Emily

       

      • JPL8's avatar
        JPL8
        Rising star
        13 days ago

        Make sure you document all your correspondence with VM. A few years back I had one team telling me to recycle old kit and another threatening to charge me for it. In my experience, the left hand doesn't know what the right hand is doing at VM. Internal communication seems non-existent with teams stuck in silos not communicating with each other.

        In my case, I recycled the old kit and, even after I proved that's what I'd been told to do, I still kept getting threatening letters and emails. It stopped eventually, but I can see how this would be a worry for an elderly relative, especially when it's so hard to speak to anyone directly at VM.