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Returning Equipment - Leaving the Country

I'm leaving the country soon and need to return my virgin media equipment (router, tv box, etc). I've requested a return package over the phone multiple times but still haven't received one. Can someone please contact me to arrange this. 

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Re: Returning Equipment - Leaving the Country

Hi dad2hayley, 

Thanks for your post and welcome to forums.

due to the current circumstances, we are not accepting returns due to COVID.

Thanks,

Zoie

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Re: Returning Equipment - Leaving the Country

My Zoie. Thank you for responding to my post. However, since Virgin are not accepting equipment returns because of COVID-19, what am I supposed to do with the equipment (tv box, router, remotes, etc) so you won't try to charge me for not returning this equipment. I don't have anyone here to give these to for them to return to you after I'm gone. 

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Re: Returning Equipment - Leaving the Country

Hi dad2haley,

 

The equipment are currently being collected by field engineers, you will be contacted by one to confirm that you are not shielding and if not then they will collect.

 

Cheers,

Corey C

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Re: Returning Equipment - Leaving the Country

When will I be contacted? I leave home/ the country the same day my service ends. 

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Re: Returning Equipment - Leaving the Country

It would not be on the same day of the disconnection. When are you leaving and are you able to leave the equipment with family members? 

 

 

Cheers,

Corey C

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Re: Returning Equipment - Leaving the Country

Leaving 31 July and no, I can't leave it with anyone. 

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Re: Returning Equipment - Leaving the Country

Hi dad2haley

You can order a returns Kit here if that helps you 

Gareth_L

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Re: Returning Equipment - Leaving the Country

Hi Gareth_L and thanks for your message. I've actually requested a kit be sent to me via the online form twice and still no kit has arrived. This is in addition to the 3 phone requests and the promise of an escalation and call back from a manager last Friday (it's now Tuesday and I'm still waiting for the callback). I understand these are unprecedented times, but come on. 

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Re: Returning Equipment - Leaving the Country

Hi dad2haley,

 

Thanks for coming back to us. I have contacted the equipments team, advised them of your situation and they'll contact you directly to arrange collection before your going away date.

 

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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