Forum Discussion

dustyweb's avatar
dustyweb
Joining in
2 years ago

Yodel still hasn't returned my Superhub to Virgin Media

Hello,

After upgrading to gigabit broadband recently, Virgin Media requested my old SuperHub 3 to be returned to them via Yodel. I packaged up and dispatched the parcel, using the VM-supplied Yodel label, and checked it into my local Yodel drop-off point on 7th December 2023. But, as of today 22nd December, theYodel parcel tracking website has been showing my parcel's journey as stuck at the "Being returned to Virgin Media" stage since 12th December at 20:07. Previous recorded stages include "Parcel collected by courier" and "Processed at National Hub", so it's got part of the way there.

I have already received emails in the meantime from VM asking me again to return the Hub.

I kept the original Yodel drop-off receipt with its tracking number, and can supply a screen shot of the Yodel tracking page if VM needs it. I also have photos of the parcel just prior to my sending it, including its label.

Can Virgin Media please confirm I won't be charged if Yodel loses the Hub en route?

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

    You have done everything by the book.

    If the VM procedures are not able to deal with that then relax...  VM have to sort it

  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi dustyweb 

    Thanks for your post about the hub. There's an update so I'll go ahead and PM you now 🙂

    Best wishes.

  • dustyweb's avatar
    dustyweb
    Joining in
    2 years ago

    Many thanks to John_GS for looking into things for me. It appears the Hub has in fact been received by VM OK.

    Best wishes to you all