Kit collection nightmare

[Anna_you]

Hello,

I scheduled a return of my kit for Sept 7th and got the confirmation e-mail. However, I received a text message saying that I did not schedule a return yet. I the queued in the support line for ages, got only to a WhatsApp agent, and they had to schedule me in AGAIN.

Then I for some reason got a message about postal collection.

AND today I got a text message THREATENING me with the 40 GBP charge in 9 days!! 

The collection is scheduled to happen On Sept 7th, so it is more than 9 days.

It is a disgrace, I am so disappointed. I have the booking, I wasted time queuing on the phone and WhatsApp. Yet, the system STILL does not have my collection registered, I presume.

Please help me resolve this. I queued on the phone for hours now, no one is answering.

[newapollo]

Hi @Anna_you 

You could request a returns pack and drop it off at your local Collect + store

https://www.virginmedia.com/help/return-or-recycle-equipment?openExternal=true 

There's also a link on the same page to create your own label to send the equipment back

[Kain_W]

Hi there Anna_you,

Thanks for your post and welcome to the community.

Apologies for theissues faced here, can I ask is this regarding a disconnected account?

If so when was the equipment disconnected?

Also you can return your kit via the link @newapollo has kindly provided.

Let us know,