on 15-04-2021 16:38
Hi..
I've received an email from virgin media asking to pick up my old router that was replaced earlier this year.
It wants me to click on a link to arrange a date but I'm concerned it could be a scam as I can't verify the senders address (noreply@contactengine.com).
The email does contain parts of my name and address and the serial number of the router so it does appear genuine.
Can anyone put my mind at rest?
Many thanks
Hellsbells
on 15-04-2021 16:53
VM are sending technicians to pick up equipment in some areas due to covid restrictions. It saves having to go to the local Collect Plus shop to return the equipment
It may take up to a month for VM to process the return as they are scanned into the systems in batches. So if you receive any further emails asking to return the equipment they can be ignored.
You should receive a receipt, and can ask the engineer for ID
on 15-04-2021 18:10
Hi Dave
Thanks for your quick response.
I would prefer to hand my router to a VM technician as it would save me trying to find a collection point for its return.
So are you saying the email I've received is definitely legitimate and I can click on the link to arrange a collection date?
Your advice about asking for ID and a receipt is welcome too.
Hellsbells
on 15-04-2021 18:55
Good evening @Hellsbells28
Welcome back to the forums and thank you for taking the time to post.
This is a genuine email and as explained above we are getting some of our engineer to come and collect equipment from our customers.
Kind regards,
Zak_M
on 15-04-2021 20:06
Thanks Zac_M
Much appreciated
Hellsbells
on 16-04-2021 09:39
Hi Zac_M
Just to let you know.
Taking your advice - I clinked on the link in the email to arrange a date and the link didn't work.
Really disappointing.
Thanks anyway
Hellsbells
on 16-04-2021 10:31
Hi Hellsbells28
Oh gosh, I am so sorry to hear that the link in the email did not work and that you are disappointed with us. Apologies for letting you down. If you wish to make a complaint about this please visit our Complaints Page.
For more options on returning your old router, please visit here. Hope this helps.
Thanks,
Serena
on 16-04-2021 14:47
Hi Serena
I don't really want to complain just to be able to make an appointment with an engineer to pick up the equipment as promised.
Thanks
Hellsbells
on 16-04-2021 17:15
Hi Hellsbells28,
I'm going to PM you now for your account info so I can arrange this appointment to get it collected for you 🙂 Please look out for the message!
Serena
on 16-04-2021 18:43
Hi Serena
Email received and actioned
Thanks for your help
Hellsbells