Leaving Virgin And Sending Back Equipment

[Gordon353]

I have recently left Virgin and have been asked to return equipment 

I have sent my Router and TiVo® box 1TB back in the supplied returns packaging and posted using Yodel with supplied returns label as requested by them, but I keep receiving text messages as per the below but with no way to respond !!

"A £40 charge will be applied to your account on 07/08/2024 if our kit isn’t returned before then as per our T&Cs. The prepaid returns packaging we sent should have everything you need to pack and return it. If you need new packaging, tap the link to reorder: virginmedia.com/returnspackage"

Please can someone at Virgin let me know why this is happening?

[newapollo]

Hi Gordon353 

The emails/sms messages regarding returned equipment are sent by an automated systems process so you may continue to receive these until VM do receive the returned items.  

It generally takes up to 14 days for the returned items to be picked up by VM's systems as they are entered in bulk.

If you have the tracking info then that is your proof that you've sent the equipment back, and you should be able to track it's progress on the yodel website.. 

[Vikki_M]

Hi Gordon353

Thanks for your post and welcome back to our community.

We're sorry to hear you're receiving reminders for the returned equipment. 

When was this returned please?

It can take around 10 working days for this to reach us and be updated on the account.

You may receive some automated reminders in that period.

If it's been over 10 working days, please let us know and we'll send you a private message to look into this further.

Please pop back to us when you can. 

[Gordon353]

Hi Vikki,

I returned in on the 15th at 

Yodel Morrisons Daily

5-6 Locks Heath Centre Centre Way, Southampton, Hampshire, SO31 6DX

Many thanks

[Ilyas_Y]

Thank you for the reply @Gordon353 👋🏼

Did you receive a token of receipt from the store confirming the sending off in regards to the equipment?
i.e. Did the store provide you with a receipt that has a tracking reference on there?

Let us know and we can go forward from there. 😇

Kind regards,
Ilyas.

[Gordon353]

Hi,

They did not give me one which I find surprising, I even phoned them today to confirm this they just scanned and took the parcel, it did put my email into the machine as to get this information but I have had no Yodel emails 

Thanks

[Ayisha_B]

I'm going to pop you a PM 📩 so we can take a closer look into this for you. 

Speak soon!

[Gordon353]

Hi,

It looks like you have the hardware now, I just received the text.

Thanks 

[Molly_T]

Hi Gordon353 👋 Thanks for getting back to us to confirm you've received the text. 

Hopefully there's nothing else outstanding you need our help with, but if you do - you know where to find us! 
Wishing you all the best. 🌞