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Return of equipment

Tuning in

Hi, I hope someone can give me a sensible answer.

I recently asked for one of my boxes (TiVo) to be removed from my account which was duly done, I asked what was to be done with the box and I was told to dispose of it how I wanted, I decided to keep hold of it just in case.

I  since had a fault with my phone line  and after some back and forth with virgin media I eventually managed to get a tech out, during his investigation he decided to replace the hub3 with the hub4, everything is now working great.

Since the new hub was installed I decided that I did not need the power line and wifi adapters so I asked them to be removed from my account. I spoke to someone at virgin media who cancelled the adapters and advised me that they would be collected by someone in the near future and that I would receive an email or text to inform me of a collection date.

I received an email stating that someone would be calling to collect four pieces of equipment

Item Type Item Description Serial Number

Broadband RouterArris Hub 348D3434D38EB
Powerline AdaptorVirgin Ethernet BoosterVAAT8V14M057
Powerline AdaptorVirgin WiFi BoosterVAAU8V14M057
Set Top BoxSamsung TiVo® box 500GBS01014G607202057


by the way the date given to me for the collection no one turned up.

Two phone calls TO virgin media and a number of emails FROM virgin media asking to either post or the equipment would be collected.

Eventually a lady from virgin media collection service turned up and collected the said equipment less the hub which had been returned with the tech.

Since the collection I have had two emails stating that they have not yet received the equipment and this evening I had the same lady knocking on my door also asking what is going on as she was tasked to collect the very same items she collected a week ago.

I am sorry this is so long but I wish to know what VM are playing at and how a company as big as this can be so incompetent. 



Hi Alex893, 

Thanks for coming back to us and offering your feedback. 

We will certainly take this on board for consideration for any changes in process in future. 

Apologies once again. 


Forum Team

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Received two minute ago,

Hi, it's Virgin Media. We haven't got our kit back from you yet. Please choose a day that suits you.




Forum Team (Retired)
Forum Team (Retired)

Hey Alex893, thank you for reaching out on our help forum.

Sorry to see you've returned all the equipment back to us but still getting our automated messages about returning your kit.

Based on all the useful info you've shared on this thread, we can confirm all the equipment seems to have been returned as the only bit that appears to be missing from our system is to log your hub 3 return which was done after the hub swap.

We'd love to help and make things right for you so you stop receiving more of these emails, I will send you a private message here shortly so we can do this together.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll find my message.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs