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rbrass
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Collection of my Equipment

I have had a total nightmare since leaving Virgin. I moved address on the 9th of April to a new flat that cannot get Virgin, so had to leave. I was sent the original returns box but I could not for the life of me figure out how to put it together to return my equipment. 

I was sent a text offering to collect the equipment so I thought OK that's great. I texted back with my new address and arranged a date for collection via text. Happy days. But no, instead they just sent another box out to return it. So I went on to webchat which took over an hour to negotiate someone coming to collect the equipment - I was assured this would happen - then I get a text from my old neighbour from my previous address saying they had a package for me. Guess what it was, another returns box. 

I called Virgin, was on the phone for an hour and a half and was told that there will be an engineer round to pick up my equipment somewhere in the next 10 days. But no, another box. I called Virgin again and was told apparently there isn't even such a thing as an engineer collecting your equipment, so I've apparently been lied too?! Then she back tracked and said this CAN be done but only for people with special needs apparently, as if she was implying something as I couldn't put the box together. 

Anyway, I'm no further forward here and am now being threatened with a £40 charge. Getting texts and emails with these threats and I've done absolutely everything I can to try and sort this out. 2 hours on the phone, over an hour on webchat and then resorted to Twitter to which Virgin just sent me here. So...

 

PLEASE GET THIS SORTED VIRGIN as I am at my absolute wits end!!!

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jb66
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Re: Collection of my Equipment

Could you ask a friend or a neighbour to fold up the box for you if you don't know how to do it?

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goslow
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Re: Collection of my Equipment


@rbrass wrote:

I have had a total nightmare since leaving Virgin. I moved address on the 9th of April to a new flat that cannot get Virgin, so had to leave. I was sent the original returns box but I could not for the life of me figure out how to put it together to return my equipment. 

<snip>

PLEASE GET THIS SORTED VIRGIN as I am at my absolute wits end!!!


YouTube video explanation here on the VM help pages of YouTube

https://www.youtube.com/watch?v=vOhLByeNjn4&ab_channel=VirginMediaHelp

rbrass
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Re: Collection of my Equipment

Thank you so much, mate. Not one person from Virgin Media has mentioned anything about this!

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