Hi,
I keep getting calls, messages, and emails telling me I need to return my old modem despite this being collected by an engineer when he installed a new one in my new house.
I replied explaining the situation but continued to receive these messages. Completely unable to find some functionality for a live chat option, I went through the complaints team. But they just apologised and said there's nothing they can do as there's no record of the kit being returned. Complaints team asked for details, which I gave including who I spoke to about the switch over process, as well as the dates the engineer came out to setup new line/collected the old kit. More empty apologies later and I was told to go through the live chat on the website, however the link provided doesn't work and I'm going around in circles trying to find this option, leading me here.
To summarise, I'm being harassed to return equipment that was already collected by an engineer that VM are saying there is no record of.
