Equipment return charge

[marcce]

I disconnected my virgin media service on 20th September, as I was moving properly. They knew well in advance, and emailed me confirmation, which included links to information about disconnecting. I looked at the links and under the equipment return it reads "if we need you to return out equipment we will send you an email, otherwise you can recycle it". They did not email me before the 20th, they emailed me on the 23rd at which point I had left the property. I phoned to explain the situation and was told that there was nothing I can do as it is in my contract that I must return the equipment. I tried explaining the situation on the phone but no luck. Is there anything I can do here or am I in the wrong? Thanks

[goslow]

Where is this equipment that VM wants back? Still in the property that you left or in the local recycling centre?

The equipment VM wants back is here

https://www.virginmedia.com/help/return-or-recycle-equipment

VM has, however, been requesting some old/obsolete equipment (not shown above) that could legitimately be recycled

[Kath_F]

Hi marcce, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear this happened. Usually, any equipment that is needed to be returned will be advised on the call when we set up the disconnection for you. If we've asked for equipment back and you no longer have it then you would be liable for a charge. 

We can check what equipment you have and whether we need this back but in order to do that I will need to confirm some information with you to pass security. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,