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berichardson131
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No packaging for returning router

Hi 

I cancelled my virgin media account on the 10th August and had an email saying you were sending some packaging so we could return our router. 

It didn't come through, so when prompted I requested it again on the 24th August. I still haven't had anything through but have now had an email saying i'm going to be being charged £40 because I failed to return the router. 

I tried calling today but your waiting times were very long. 

Could you please help? 

Thanks

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Moderator
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Message 2 of 8
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Re: No packaging for returning router

Hi there berichardson131, welcome to our forums.

 

Apologies for the delay in getting back to you.

 

You can order a replacement bag here: virg.in/EQreturn

 

Thanks

 

Nathan B

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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berichardson131
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Message 3 of 8
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Re: No packaging for returning router

Hi Nathan

Thanks for getting back to me. I've requested the packaging through that link twice, and when I cancelled my contract I also ordered it on the phone. So it was ordered on the 10th August (via phone), again on the 24th August (via website) and then again on the 17th September (also website).

Would it be possible for you to look into this for me? 

Thanks

Bonnie  

 

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Superuser
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Message 4 of 8
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Re: No packaging for returning router

@ModTeam

 

system broken, can the customer get some help please?

~~~~~~~~~~~~~~~~~~~~~~~~~
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Forum Team (Retired) Kaz_A
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Message 5 of 8
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Re: No packaging for returning router

Hi Bonnie

Thanks for getting in touch and for letting us know you have tried these avenues. I've popped a PM to you for me to look into this further for you.

You can find this on the top right on the forums in the purple envelope.

Take care and speak soon.


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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berichardson131
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Message 6 of 8
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Re: No packaging for returning router

Thank you! And thank you @shafreya! 

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Forum Team (Retired) Kaz_A
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Message 7 of 8
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Re: No packaging for returning router

Hi berichardson131

Thanks for getting back to me.

I've popped an email to the manager of the team to get this arranged for you.

This will probably be done next week on Monday.

Kind regards.


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Forum Team (Retired) Kaz_A
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Message 8 of 8
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Re: No packaging for returning router

Hi berichardson131

Thanks for letting us look into this for you

Just to let you know the label has been sent to your email address this morning.

Many thanks

Karen

 


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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