Returning equipment after closing VM account
My elderly mother has recently had to move into a residential care home and her bungalow is now up for sale. Obviously she no longer needs her broadband/TV/phone package. Her account was disconnected on 2nd April and I'm currently waiting for a prepaid returns package to arrive.
I often wonder how a so called communications company can be so poor at communication.
Every month my mother received her VM bill by email. But when VM confirmed the disconnection date they decided to send the email to my father's email address. Which was a bit of a surprise as he died in 2018.
Now VM have sent another email listing which items need to be returned. But not to the usual email address where they have been sending the monthly bills. Nor even to my late father's email address. No, this one was sent to another old email address that my mother never used. I just wonder how they can do this?
In the list of items to be returned the equipment list is correct but the serial numbers are not. The serial number listed by VM for the Hub 3 is actually the CM Mac number (no me neither). The serial number listed for the Tivo set top box is several digits longer than the sticker on the Tivo. There's also a VOIP battery backup EBUL V3. The serial number listed by VM for this is actually the SIM card mobile number!!
If something can be made unnecessarily difficult then Virgin Media will find a way.
I have absolutely no confidence in the ability of VM's phone or chat agents to understand what I'm trying to tell them let alone correct their records. Not when they suddenly start sending emails to my dead father's email address (they were informed in 2018). And the failing to understand a conversation by a VM phone agent cost me my own home phone number that I'd had for over 30 years.
My question is, am I going to have a problem with Virgin Media saying that the serial numbers on the equipment I have returned to them does not agree with their records going to cause me a problem? There's plenty of horror stories around about VM charging ex customers for equipment that they claim has not been returned.
