Need a bigger returns box :)

[Kainz]

Hi All,
I have spent a diabolical amount of time trying to talk to a human on Virgin's call lines and its the usual, tiring affair I've had to contend with for years ie I have gotten no where.

I need help with equipment returns please as what Virgin have sent is pityful. I have recently moved my mothers home to Sky as Virgin wanted to charge over £100 for her standard package+broadband. I received an email stating I need to return 3 items, the existing Tivo Set top box & the hub and in addition the older set top box which is a huge Cisco Tivo box.

A box did arrive but could barely fit the existing equipment in. I managed it and shall send it off this weekend, however I have no box for the bigger Cisco STB. I don't know what to do here.

I am currently in a web messaging queue with Virgin and have been for 2hrs waiting for someone to respond 🙂 If anyone could point me in the right direction, I'd be grateful.

Honestly, speaking to someone shouldn't be this difficult.

[Roger_Gooner]

You are trying to return too much as VM only wants back V6, 360, Stream, hub 3, hub 4, hub 5, hub 5x and pods (with power cables and remotes if applicable).

[Kainz]

Whilst I understand that, they've asked me for the 3 items back via an email plus misc accessories.
Arris Hub 3, Arris Tivo Box and a Cisco Tivo box... is mentioned in the email.

After 2.5hrs however someone has answered the webchat as I type this so he's apparently having a larger box sent out so hopefully issue solved.

[Roger_Gooner]

Typical of VM, one hand doesn't know what the other is doing. VM doesn't want back the TiVo boxes.

[Kath_F]

Hi Kainz, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that the original returns pack wasn't big enough for everything that needed to be returned. I'm happy to hear the team have arranged a second box for you though. 

Please come back to us directly if you have any further issues so we can help further. 

Thanks, 

[Kainz]

Indeed and this was my main concern really - the email even states I could incur charges if I fail to return all equipment at my mothers home. 

I was very lucky that I decided against my late fathers decision in throwing away that Cisco box years ago and I kept it ‘just in case’ when they moved to a new TiVo box.

The parents were under the impression the box was theirs as they had ‘paid’ for it. Being pensioners they don’t understand how today’s cable services operate really. 

[Roger_Gooner]

VM officially does not want TiVos back.

https://www.virginmedia.com/help/return-or-recycle-equipment 

[Roger_Gooner]

All boxes are rented. The most you can do with the Cisco box is to remove the hard drive and use it for non-important backups.