Forum Discussion

Emz2024's avatar
Emz2024
Joining in
4 months 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. 

4 Replies

Sort By
  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    4 months 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

  • Redhelen's avatar
    Redhelen
    Joining in
    2 months ago

    Hi, I also have had trouble returning the kit and now have a charge of £40 on my account.
    I called on 16th December 2024 to close my account and told them I was moving to NZ and need the return packaging by 8th January otherwise I wouldnt be there to return it. (I have the chat transcript). The assistant told me they would send the packaging in 10 days which left lots of time for me to receive it by 8th January. Late December (?) I received a text message:
    "“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.”
    The packaging did not arrive in time for me to return the kit and I am not in the country any more.
    Why am I being charged £40 when I did everything I could to arrange to return the kit. I cant be held responsible for it not being sent in time.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Redhelen 

      Welcome to the Community Forums. 

      We can see that you're already being supported by one of my colleagues in another post you messaged on. Please respond to that post for further support on this. 

      • Redhelen's avatar
        Redhelen
        Joining in
        2 months ago

        Hi, I haven’t received a message support from any other team member that I am aware of