Multiple requests for return packaging. Still not received

[Slowlanfastwifi]

7th of November I phoned virgin to request the cancellation of my virgin broadband account. I Informed the person dealing with my call that there was a new address to send the prepaid boxes to.

9th November I recieve an email confirming the packaging will arrive within 2 weeks.
Cool, this was nice and straight forward.

23rd November receive a text message threatening to charge me £80 for equipment I have not had the opportunity to return because I havent received the pre paid packaging. Use the link, fill in address details, receive confirmation email that packaging will be sent. 

So hopefully I should have at least 1 delivery by now? Nope. 

30th November, receive another email from virgin "It looks like we still haven't got our kit back from you yet" again with threats to charge me £80 for equipment (and I hope you get the idea by now) that I clearly do not want!

So now I'm really quite annoyed, because I have no confidence in this process of not speaking to a human anymore I decide to ring virgin on the 30th November but the call centre staff cannot help me because the systems are down.

So I wait till later whilst at work, ring and take the option to WhatsApp and have to juggle my job at work and converse with the "customer account specialist" who beforehand knows the topic of conversation but then sends:

"I can see ME that I will not be able to access your account. I apologize to that but here's the good thing ME, I suggest you call this number CUST CARE-0800 064 3840 for better assistance and discuss the things you need to do."

"But heres the good thing" I have to call 0800 064 3840. Wonderful news.

Back at work the 1st December, busy as I usually am, I decide to call Virgin using that number the 'customer account specialist' sent me. Well what a load of rubbish. 22 minutes and 5 seconds for me to key in my 'certain password characters' once, to then speak to Ali who I then have to give 'certain password characters' to, who is of no use so he passes me to someone else, who again needs 'certain password characters' who then tells me that they're are going to send yet another box but I did receive something...... A 'Special resuest order' number!!! (Please see the bottom of this post to view this) I have no idea what this does, and seemingly whoever I was speaking to had no idea either.

So in total there are 4 requests for returns packaging but I have non of these.

What on earth is going on? You cannot blame the postal strikes, yodel etc. I have ordered and received parcels through these couriers in between this debacle since cancelling my broadband contract with yourselves.

I am really fed up. After all the years I had using virgin broadband I never had one complaint, would always recommend the consistency of speed and zero downtime.
My opinion of virgin had really gone down the gutter after this experience.

Admins, what is going on?

'Special request order'
321 44024

[newapollo]

Hi @Slowlanfastwifi 

You could always print out a returns label and send the equipment back. 

I realise you probably won't have the original packaging, but providing any packaging you use is secure it would save you waiting.

I hope this link helps https://www.collectplus.yodel.co.uk/virgin 

After clicking Create a new label. you will be prompted for your email address. Once you receive the email you will be able to print out a returns label which includes a barcode. You can then parcel up your equipment and drop it off at the nearest Collect + store.

Enclose a covering letter with your name, account details etc and keep a copy of the tracking receipt.

use either or both of the following links to find your nearest store

https://www.collectplus.co.uk/find-a-store 

 https://www.collectplus.yodel.co.uk/store-locator?v=2. 

[Ilyas_Y]

Hey @Slowlanfastwifi, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issue with the returns kit 😞
If it makes it easier for you, you can print the return labels here and send it back to us.

Let us know how you get along.

Kind regards,
Ilyas.

[Slowlanfastwifi]

So I have gone to send back these items and the label link you have provided me with is dated 23rd Sept 22! 

I have just been to drop this off at a shop and they are unable to process this for me due to this date! 

I have had to walk longer than usual this evening, out of my way on the way home to drop this off. You are absolutely breaking my heart here. I am so knackered with life in general and yet you cannot provide the facilities to return your equipment. 

Are you being told to do this on purpose so that you'll have this £80 on charge? 

Please escalate this to a human who is working in th UK whom I may speak directly to over the phone immediately 

 

[Adri_G]

Hey Slownnfastwifi, thanks for this reply and sorry to hear of the issues faced with sending your equipment back to us using the returns package we sent.
Please, expect a private message from me here shortly, so I can have a further look and help out.

Check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.