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Please return the unused Virgin Media equipment

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hi 👋🏼 can anyone advise if the odd email Ive received it genuine? It is asking : Please return the unused Virgin Media equipment? We haven’t got any unused equipment? We upgraded to volt quite a few months ago as our old router was very old and falling apart and was unsafe the virgin engineer told us to discard it (the side was falling off) this email has come out of the blue? Thanks 😊 


Alessandro Volta

This is entirely VM's fault.

Under the WEEE Regulations they have for a long time been responsible for collecting and recycling any unwanted equipment that they had supplied.  But they have only asked back recent items that they can reissue to other customers, and left it to the customer to get rid of items they do not want.

It seems that the authorities have caught up with VM now, but they are still trying to dump the problem with the customer. 

What VM should do now is put a clear statement on their recycling page about equipment that has already been disposed of. 


- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.


Hello, I can confirm we emailed customers who had a disconnected a hub 3 from March to now.

  • If you still have your Hub 3 please refer to your email on the next steps.
  • If you no longer have your Hub 3 please ignore the email.

Thank you 


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

If they "ignore the email" (having already disposed of their Hub 3 in good faith) as instructed will they still incur the automated fee? If they do then what do they do then? 

Cancel VM here
Complain to VM
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thanks for that , this definitely needs looking into for sure . So many people complaining about the same thing , definitely needs addressing.

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Several months ago my old Hub3 router was updated . At the time was told IF we needed to return the old router details would be in with the new router. NOTHING was mentioned in there and we had received no correspondence regarding it, So as requested I recycled it at the local council Recycling centre .

I have now had an email requesting the return of old equipment ie the old Hub3 .which as it has been recycled is impossible !!

I see from other post on here that this seems to be happening to a lot of people .What is the solution  ???

Hi @BrianG3 

Thanks for posting and welcome to the community.

The email received should state - if you have not still got it, ignore the email. We are from September 1st 2023, wanting Hub 3's back. However this wouldn't apply to you given what you've advised 🙂

Best wishes.

Forum Team

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my email doesn’t say if you’ve not got it to ignore the email as you've stated? 


We recently sent you a new piece of equipment to replace the equipment you currently had and now vou have this connected to our network we need vou to return the old equipment back to us.

Please follow the simple instructions we've provided in the pack that we delivered with the new

equipment. We use Collect+ services for returning equipment, and you can find your nearest drop off point at

What needs to be returned?

The description and serial number of the equipment are shown below:

Item Tvpe

Item Description Serial Number

Broadband Router

Arris Hub 3”

Good morning KP19

Thanks for posting. 

The email should state, if you have not got the router - especially those that have not just done the change in the last day or so. If it was a month or so ago like mine and you do not have it, then do not worry about the email; disregard it.

Best wishes.

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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I’ve been going through the same thing (changed contracts August, told didn’t want equipment back etc) and have just ignored annoying emails, text messages only for a virgin engineer to knock on my door at 8am this morning asking for the equipment. Virgin really need to sort themselves out. Complaint will be forthcoming. 

Forum Team (Retired)
Forum Team (Retired)

Hey @Fostea2390,

Welcome to the Community Forums and thanks for the post.

With regards to this email we have recently changed some of the equipment we have requested to have sent back to us, it should state on this email however if you no longer have the equipment you no longer need to provide us a return.