I left virgin media back in February - I have requested a returns package ELEVEN times (online and through agents) and still no sign of one. I'm now getting threatened with a bill for it. Please can you sort this out? I've really had enough.
Thanks for getting in touch, I'm sorry that you're having problems with returning your equipment to us.
I've been able to locate your account using your Forum details, and I've arranged for a returns package to be sent to the address on your account. This can take up to five working days. Please let me know if you have any more problems with this.
You are the sixth agent to tell me that a returns package has been sent out. I do not have much confidence. I spoke to another agent before your reply who promised me that an engineer would come out and collect the hub - the same agent promised that I would receive a text/call today to confirm the collection. So far this has not happened.
I have booked Thursday off work for the collection because you could not provide me with a specific time. Can anyone confirm that this is actually going to happen? What am I supposed to do with this hub if you do not collect it?!
Why are so many customers having problems with the return packages?
An agent promised that a technician would come out today and collect the hub. He also said that I would receive confirmation through text//call yesterday - I did not receive one. I tried to contact virgin media today to confirm if this is happening and the agent said that there are no notes regarding this on the system and could not tell me if a technician is coming out or not.
I have taken the day off to resolve this (I'm a doctor so it wasn't easy) and I'll update you on here if one does miraculously show up.
Of course, I have screenshots of all my conversations that I can gladly share.