VM's failure to send packaging is a regular source of complaint on here. Equipment returns info is here
https://www.virginmedia.com/help/return-or-recycle-equipment
with an option to request packaging or print your own label to return the items.
Keep good records of the items returned (serial no., MAC address etc.) as well as the tracking receipt/number as this is the only proof you have of sending equipment back. If VM collects from you, get a unique record of date/time of collection, van reg no., driver name, ID badge no. etc.
You can share your unhappy cancellation and equipment returns experience with OFCOM.
They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.
https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275
Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form
https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring
Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.
