I was sent a Hub 4 after being sent a free upgrade offer by email.. I have set it up and it works perfectly, much better than my original that was several years old. In the box was a form which said "Please Recycle your old Kit" I have subsequently received an email and text message telling me to send it back by following the instructions in the pack. The only instructions I received was to recycle it. If you want it, as I haven't recycled as yet, please send me the instructions etc to return it.
I cannot sit and wait any longer for VirginMedia CS to answer the phone. Therefore If you want it please contact me.
There are regular topics on this where one part of VM instructs the customer to do one thing and another part of VM tells the cusomer to do something different.
If you do have to return anything, make sure you keep a record of posting/delivery documents and receipts. Personally, I'd also make a note of model and serial no. of any equipment returned. If VM offer to pick up anything from you, make a note of the staff badge ID or van reg. or similar by way of proof it was actually collected by a VM person.
I have read the instructions and the items required to be sent back when swapping router equipment are Hubs 3 and Hubs 4. The information in the box said recycle the old equipment.
My hub is a Hub 2 and the serial number matches your email.
Why has it now after some months been decided that you want it back. The website says you do not want it returned. I am elderly and staying at home as much as possible so I will not be going out until I feel safe. Luckily I have not recycled it yet for the very same reason.