Old equipment return process

[alela]

I recently received a new router which is up and running. I then received an email from Virgin asking to return the old router using the instructions provided. Unfortunately I don’t recall seeing instructions, unless I misplaced them.

Would anyone in the team be able to help me with the correct process to follow? I did keep the box from the new router, maybe I can use that but not sure if I need a personalised return label?

Thank you

[Sabrina_B · Accepted solution]

Hi @alela 👋.

Thanks for reaching out to us. We hope you are enjoying the new Hub, we can certainly assist you with the return of the old one. We would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina