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yaumien_rice
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Not received postal returns pack after 4 attempts

Hi,

I have been trying to return a Hub 3 Virgin router for a while now - I have tried requesting a returns parcel to be sent to me on 4 occasions, via phone (which has always had long hold times), and when I get through, they ask for my address and say they will send a postal returns pack to me.

I have still not received this returns pack. It feels like a waste to just throw it away, but I may have to do that if it is this difficult to get a returns pack. I made the first enquiry back in August 2020, and have tried 3 further times since then and no returns pack has been sent to me.

Please can a member of staff get in touch to resolve this issue, thanks.

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David_Bn
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Re: Not received postal returns pack after 4 attempts

Good Afternoon _yaumien_rice

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see we've not been able to have the returns packaging sent out to you

 

We may be able to arrange for an engineer to pick up the router whilst in the local area, would you be happy for us to arrange this?

 

Kindest regards,

 

David_Bn

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yaumien_rice
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Re: Not received postal returns pack after 4 attempts

Hi David_bn,

Thanks for your reply. Yes that would be great, please send me a private message so I can let you know my address for picking the router up.

Thanks.

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Serena_C
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Re: Not received postal returns pack after 4 attempts

Hi @yaumien_rice,

 

Thanks for getting back to us. I am going to send you a private message now so that we can arrange for an engineer to pick up your router.

 

Please keep an eye out for the purple envelope in the top right corner 🙂

 

Thanks,

 

Serena

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