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Message 1 of 9
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Old equipment collection text message

I've had a text that says


"Hi It's virgin media, we haven't got our kit back yet. 
Can we collect it from the address tomorrow? Please reply CONFIRM if this is ok"

I don't know what will happen here, are they sending a courier? I don't have the box, or power adapter. Who's going to come to my address tomorrow if I reply to this?

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Alessandro Volta
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Message 2 of 9
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Re: Old equipment collection text message

They usually just send an engineer who happens to be in the area

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Message 3 of 9
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Re: Old equipment collection text message

No one came yesterday, and i've yet to have any notification that anyone is coming today.

 

Not sure what to do here, replying to the text message auto responds with "We can't confirm a time when they will come"

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Very Insightful Person
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Message 4 of 9
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Re: Old equipment collection text message

Have you already returned your equipment?

If so, ensure you use the receipt to track the return of your equipment to Virgin Media.

In a similar situation, a number of texts were received as I had no option in the texts to say that I had already returned the equipment.

Eventually, I received a text asking to call the collector. I replied that I had no need to do so as I’d already returned the equipment. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Forum Team
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Message 5 of 9
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Re: Old equipment collection text message

Hi RCreed543,

 

Thank you for reaching out to us in our community, I am sorry for any confusion around returning your old equipment.

 

Have you already returned the equipment we are asking for?

 

Regards

 

Paul.

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Message 6 of 9
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Re: Old equipment collection text message

Hi,

 

It's not yet been collected. The account was closed about 5 months ago.

 

 

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Forum Team
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Message 7 of 9
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Re: Old equipment collection text message

Hi RCreed543,

 

Can you please advise me what pieces of equipment you have for returning? 

 

Alex_Rm

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Message 8 of 9
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Re: Old equipment collection text message

Hi Alex,

Only the router itself, nothing else, no wires or boxes.

 

 

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Message 9 of 9
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Re: Old equipment collection text message

Hi RCreed543

 

Thanks for coming back to us. I've checked the system today and this was authorised last week so it should be this week you're contacted. You'll be contacted on the day for this collection

 

Kind regards,

John_GS
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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