Hub 3 recycled and now return requested

[User5]

Could a Virgin Media representative please contact me about charges for 2 legacy Virgin Media Hub 3’s please?

I’ve left Virgin Media and returned my hub 5 and TV box. I have been billed for two legacy hubs both broken Hub 3’s that had to be replaced by Virgin Media to return my services to standard. I was not asked to return this broken equipment at the time the replacements were supplied and have recycled them but on leaving have been asked to return or pay £80.
I have spoken to 7 Virgin media representatives and twice been told the charges will be removed but I’ve received a bill since, I have been transferred repeatedly and even hung up on when I’ve asked to speak to a supervisor. I have now received emails confirming my new equipment is on its way? I have no idea what cross wired communication brought that on. I just need someone who will take accountability and action what they are telling me will happen. I thought recycling the broken equipment was the correct thing. I’ve made notes about call time etc but I was not provided with the name of the lady who hung up on me when I requested. I hope all my calls have been recorded. The last thing I was told is I will receive confirmation of a bill credit in 5 days by text and it could take 45 days for the account to show £0 but then I got this new equipment letter to my email so I’m doubting what I’ve been told.

Please, please get in touch if you can help. 
thank you.

[Molly_T]

Hi User5 👋

Welcome to the community! Thank you for posting!

Sorry to hear these concerns about equipment charges following the end of your services! 

We will need to take a closer look at the account so we can confirm the current status of the equipment, bills and offer further support with any of this if needed. (Including getting any incorrect charges removed if this is the case!)

We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Molly_T]

Hi All! 👋 Just returning to the public thread to keep things updated following my PM conversation with Usert5. 

Thanks to them for PMing with me and confirming the details we need. 

We were able to ensure any incorrect charges have been removed, and confirm this. 

Hopefully there are no further issues! If you ever need us, you know where to come!

Wishing you all the best. 🌞

[User5]

Yes, dealt with quickly and professionally, all resolved. Thank you.

[jmccabe1993]

Hi, sorry to jump on this thread.

I have also recently just left virgin media and have returned my Hub5 but still receiving requests for Hub3 to be returned which was previously recycled back in July when the Hub5 was sent out. I had also put full details of this inside the packaging returning the Hub5 which has been completely ignored by the recipient of the returns package. 

Please can a representative help me to resolve - thank you.

[Paul_DN]

Hi jmccabe1993,

Thank you for reaching out to us in our community and welcome, sorry to hear you are being sent a reminder for a Router which was replace a while ago,

So I can look into this for you I will send you an invite into a private chat, please look out for the white envelope to accept.

Regards

Paul.

[Paul_DN]

Hi jmccabe1993,

Thank you for joining me in a private chat and for clearing security, as advised the equipment plus any charges have now been corrected, if you do need any further help, please do not hesitate to reach back out.

Regards

Paul.