Equipment collection

[edu]

Hello all,

I have booked a collection with the collections team to come around and pick up my equipment.

Unfortunately I do not have the original packaging, can I just hand over the Hub 4 in a carrier bag?

Do I also need to return the coaxial and ethernet cables?

Thanks in advance,

Eduardo

[Adri_G]

Hey edu, thanks for reaching out on our help forum.
We wish to welcome you to our community, although we're sad to see you're leaving us.

Sorry to see of this confusion caused with your equipment return, we'd love to help and advise on any questions about this process.
Firstly, you can have a read here and find details about how to return your kit to us.

We can advise that we only require the hub, any TV boxes, Wi Fi Pods and their cables that came with the start kit originally to be sent back to us.
Coax cable is not to be removed from the wall socket, so no worries about that one 🙂
It's also ok if you no longer have the original packaging, this would not affect the process or returning your equipment to us.

We hope this info is of help now, in case you have more questions or concerns about the above do let us know and we're happy to assist you.

[edu]

Hello,

I do not think it is a good idea to initiate a return process given that I have booked a collection.

Given that you are not able to answer my question I will assume the collections team will bring their own packaging.

Kind regards,

Eduardo 

[Adri_G · Accepted solution]

Thanks for this reply, Eduardo.
We appreciate your concern, however if you wish to make sure we won't have a missed appointment for collection we can help by switching from this to a returns parcel to be sent to us instead. Once we've received this and processed your return, we will waive off the equipment charges from your final bill.

It is totally up to you which way you prefer to use in order to return your equipment to us, as we explained this can be done without the original packaging, no problem 🙂
Please, feel free to ask if you have more questions or concerns about the above.

[sjfarrell77]

I recently was told I needed to return equipment to VirginMedia because I was having services removed.

2 very unsettling things happened.

Firstly, I was told I'd be sent a 'bag or box' in which I could place the 'equipment' I needed to send to you. You'd also stated you would give me a list of what I'd need to send to you. I'd then place what you needed in the bag or box and post it to you. Seemed simple.

However, this did not happen.

I've had many issues with you previously. This started another issue.

You never sent me a bag or box like you stated.

You never told me what I needed to return.

However, you did state that someone from 'collections' would come to collect the equipment I needed to give to you. I was not given a list of what I needed to give you. I was unsure what you wanted. So I decided to ring you to ask.

However, this got me the runaround.

I experienced -

Phone being put down on me.

Being told I did not need to return equipment.

Told my messages from the collections person' were not genuine and automated. I can assure you they were not automated and I can prove this. 

Passed from person to person who could not answer my query.

Good so far isn't it?

Sounds like another monumental mess up from VirginMedia - and another that's happened to me. 

As Rod Stewart sung 'Some guys have all the luck'. I don't think he had me in mind here regarding my experience with Virgin Media.

I will love to read your response to this one.

[Kath_F]

Hi sjfarrell77, 

Thanks for taking the time to post about your issues about equipment returns in the Community. ⭐

We're sorry to hear you've not received a returns pack or information on the equipment you need to return. If you've received communication that someone will come and pick up your equipment then this would be why you've not received a collections pack. 

In terms of what equipment needs returning to us, these are the following: 

• Virgin TV V6 Box
• Virgin TV 360 Box
• Virgin TV Stream Box
• Hub 4
• Hub 5
• Powerline Wi-Fi
• Powerline Ethernet
• Wi-Fi Booster
• Wi-Fi Pod
• Emergency Back-Up Line (EBUL)

Any of these that you have will need to be returned. If you don't have any of these then you can safely recycle the equipment at a local recycling centre. 

If you need a returns pack then this can also be ordered from here. 

In terms of the rest of your experience, we can only apologise about this. Rest assured we do take on board all the information provided to us in the Community and will pass this on to the relevant teams as feedback. 

If you have any further issues, pop back and let us know. 

Thanks,

[sjfarrell77]

Too little too late I'm afraid 

[My2penneth]

I'm also having problems with your collections team. My sister left Virgin Media in January 2023. You have arranged to pick up your equipment on three occasions. The last one was today 17th July 2023, when you emailed me at at 08:06 this morning to inform her the equipment would be picked up today. That is 56 minutes notice of a possible pick up. My sister waited in all day for the third time and nobody called. The equipment is still sitting ready for pick up as it has for the last 8 weeks. She will no longer wait in for your collectors as she has better things to do with her life. Unless you can inform her of a definite pick up time and date in the future she will not wait in any longer. She will dispose of the equipment herself. 

Yours

Steve Westgarth

[Sabrina_B]

Hi @My2penneth 👋.

Thanks for reaching out to us on the community forum. Apologies that your sister is facing issues in the return of her equipment. We would advise your sister to reach out to our contact team and look into this matter further to see where the issue is. The alternative would be to send out some packaging for the equipment and she can drop it off at a Collect+ point at her convenience.

Thanks.

Sabrina

[My2penneth]

Thanks for the reply Sabrina but I won't be doing anything. VM have failed to ring me back on 7 occasions, failed to collect the equipment on 3 occasions. We are no longer customers so I don't need them. If they value their equipment they can try and contact my sister themselves. After they've rang her eight times and rang her doorbell on three occasions we may consider handing over the equipment. Just as VM state everytime you call them "we are extremely sorry about letting you down, your business is very important to us".

Bye.