23-08-2021 17:19 - edited 23-08-2021 17:19
I received a text from Virgin saying that they are about to send me the packaging to return the broadband kit. It said in that text message that if I am moving house I should text that number back with the new address, so that is what I did. I never received acknowledgement that they were aware that I had moved address, but I assumed that everything was okay. Then a week ago they said that they had sent me the prepaid packaging to return the kit. However, I had not received any packaging. They say that I need to contact them, but I cannot find a number to call and I have no idea who I need to tell this to. They said that in 9 days time they will apply a charge of £40 to my account, which seems unfair since it is not my fault that they have not been able to successfully allow me to return the kit. Any help here would be much appreciated!
on 23-08-2021 20:06
Hey @laxelee1,
Thanks for taking the time to post your issue here.
I can look into this for you but you would need to send over a private message, so that we can pass account security and look into this for you.
I will send the private message over in a moment, please look out for it and we can get started.
Regards,
Steven_L