Forum Discussion

Emz2024's avatar
Emz2024
Joining in
31 days ago

Return kit packaging not received

I cancelled my services last month and still waiting on the packaging to arrive for me to return my equipment. I received a text last week to advise the following:

“Hi, it’s Virgin Media. There s been a delay in sending you some prepaid packaging to return our kit. Please bear with us, it ll be on its way shortly.”

Today I received another text and email to advise that if it’s not returned by 2nd January I’ll receive a £40 charge. I have filled in the online form to get the packaging re-issued. Please can you advise how I can avoid a charge? I’m not holding onto the kit and will return it as soon as I get the packaging I’ve been told was on its way. 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    27 days ago

    Hello Emz2024.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue with returning your equipment and the £40 charge.
    I'd like to investigate this for you.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the logo at the top right of your screen that would be great. 
    Gareth_L