on 07-10-2024 20:01
I'm hoping someone can help here - as once again, I'm turning to the Community forum after an unsuccessful telephone conversation. The team here are normally very good!
We were given 2 WiFi Pods for free several months ago, following an engineer test and the engineer agreeing that they were needed to boost the signal around our home. Mid contract, Virgin decided they would charge us for the pods and so before they were charged for, I returned them to Virgin Media. No charges were enforced and VM confirmed that a pod had been returned. I queried this at the time, stating that both had been returned in the same packaged. I was told it would be rectified.
When I served notice of the contract, I was told that I would need tor return missing equipment along with the router and TV box. I once again told the call handler it had been returned. After a lengthy wait, I was told it was dealt with by a supervisor, no charges or holds would be placed on the account based on the 'missing' pod and a note had been made on the account. I was asked for confirmation in writing but was told this was not possible - despite asking for it to be escalated.
I returned the old equipment I had (router and TV box) approx. 2-3 weeks ago. Today, I have received the following message:
"Just a heads up that we only received some of our kit back from you. You can find a full list of everything that needs returning on the email we sent. Tap the link to order more prepaid returns packaging {weblink}.
Any charges that had been applied for the kit you returned will now be removed."
This message seems genuine and yet contradictory in itself. Are Virgin Media wrongly expecting any other equipment to be sent back - or are the 'charges that had been applied' removed and so the account is now clear?
Please can someone investigate the account and confirm in writing (online and email/ post) that my account is now clear?
Many thanks!
on 08-10-2024 08:23
Thanks for reaching out to us @PVJ, and welcome back to our Community Forums!
Sorry to hear of the demands for the returning of the equipment, despite the historical phone calls on this subject offering contradictory information.
Check out the envelope in the top right hand corner for a private message from me, and I'll have this looked into for you
Thanks,
David_Bn