Virgin Media Community

[Annamurawski]

Hi all,

I’m at the end of my subscription and I’ve returned the broadband router, tv box, all wires and remote control. 

However today (5 minutes after the customer service had closed for Christmas!) I received a text and email stating that they hadn’t received the router - even though it was in the same package. 

The charge is £40 - which also happens to be the amount that I am due back for overpaying my bill ☹️

Does anyone know how I can amend this?

Has anyone had the same experience?

Many thanks, Anna 

[Kath_F]

Hi Anna, 

Thanks for your post and welcome to the forums. We can certainly double check on this for you. 

In order to do that I will need to confirm some information with you. 
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Speak soon,
 

[Annamurawski]

Hey Kath,

I’ve replied to your DM with the details. Let me know if you need anything else to get this sorted. Would be great to get the money we’re owed back soon 😊

Thanks very much, Anna