Cancelled contract Virgin requesting recycled router

[DBoodz482]

I'm having a similar issue to other people I've seen on these forums. I had a Hub 3 which had broken last year and got replaced with a Hub 5, and was requested by Virgin to recycle it. Now that my contract with them is over, they're now requesting the Hub 3 (was sent taken to a recycling centre along with other electronics during a clean out), Hub 5 (which I have) and streaming box (I also have) and if I don't return it, I'll be charged £40.

If I knew I'd be charged for it, I'd have kept the router till now.

[bhaskarsamani]

when i got a replacement hub 3, 5 weeks a go, they sent me a returns label for the old hub 

you didn't get that ?  

[Vikki_M]

Hi DBoodz482

Thanks for your post and welcome to our community.

We're sorry to hear there's been some confusion caused by the equipment return. 

Could you please send us a screenshot of the email received that shows what equipment is being requested and the charge next to this?

Please ensure any personal information isn't visible.

Please pop back to us when you can. 
 

[DBoodz482]

Hi Vikki.

Please see the screenshot attached.

Thanks for having a look.

[bhaskarsamani]

i don't see the screenshot ? maybe it didn't upload right ?

[DBoodz482]

Trying to upload again...

[MOD : please see PM re personal information]

[用心棒]

IIRC toward the end of 2023 advice regarding the Hub 3 changed from asking customer to:

• “dispose of our equipment in an environmentally friendly”

to asking customer to:

• “please follow the steps to return it back to us”

Do you recall in which month the faulty Hub 3 replaced?

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[DBoodz482]

Hi.

So mine was replaced in September 2023.

The email I received was:

We do our best to reuse and recycle as much of our kit as we can, which helps reduce the amount of waste that goes to landfill.

We've noticed you've recently disconnected or replaced a Super Hub, so we'd love to help you return the kit for recycling if you still have it.

There was never any indication that I'd be made to pay if I recycled the equipment myself. 

Here's the email I received with redacted serial numbers.

[Vikki_M]

Hi DBoodz482

Thank you. I can view that from my side here.

I'll send you a private message now so I can help.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[newapollo]

The screenshot below is taken from the linked post which should help avoid any confusion

/Upgrade-to-Hub-4-from-Hub-3-return/