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vetheran
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Returned Kit in Store and still getting emails that it is not in the system

Hi,

I would like to ask for some help. I cancelled my broadband because I moved abroad and since I haven't received a return package I had to return the equipment to a store. I keep getting emails and texts that you have not received the equipment and you are going to charge me.

I have seen that this has been an issue for other people as well before and luckily I kept the receipt I got in the store.

Please let me know who to contact to update your system with the correct equipment status.

Kind regards

Akos

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Very Insightful Person
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Message 2 of 6
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Re: Returned Kit in Store and still getting emails that it is not in the system

Questions that usually get asked:

 

Do you have a receipt from the store?

Do you know the date and time (and who) of when/where you returned? 

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

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vetheran
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Message 3 of 6
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Re: Returned Kit in Store and still getting emails that it is not in the system

Hi Shafreya,

Yes, as mentioned in my post I kept the receipt for the return. It contains the serial number and the date of the return.

Best regards

Akos

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Forum Team (Retired) Kath_F
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Message 4 of 6
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Re: Returned Kit in Store and still getting emails that it is not in the system

Hi Akos, 

Thanks for your post and apologies to hear you've left us. 
Once you've returned your equipment to us it can take a few days after receipt for it to be processed and be logged on your account. 
Check your receipt to see if we have received it back. If this is more than 5 days ago then post back here with a copy of your receipt and we can check this further for you 🙂 
Take care,
 

Kath_F
Forum Team



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vetheran
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Message 5 of 6
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Re: Returned Kit in Store and still getting emails that it is not in the system

Hi Kath_F,

Thank you for your response, I appreciate you getting back to me this fast and on a weekend. It has sadly been almost a month since I returned the kit, please see the receipt below.

Let me know if you need any more information!

Kind regards,

Akos


Virgin Receipt.jpg

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Forum Team
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Message 6 of 6
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Re: Returned Kit in Store and still getting emails that it is not in the system

Hi vetheran,

 

Thanks for that information.

 

I'll now go ahead and pop you a quick PM so I can sort this out 🙂

 

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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