My Virgin broadband finished on 14th December 2018, but I have not received the returns kit through the post to be able to return the router back to Virgin, despite requesting the kit twice already. I can't see any other options of returning the equipment without using Collect + and the returns kit.
I've now been charged for not returning, even though I have not received the kit. Can you advise if there is another way to return, or whether a returns package is on its way to me? I requested the first kit at the beginning of January and the 2nd on 15th January. The email says the kit takes up to 2 weeks to receive, but so far haven't had anything!
I am sorry to hear you're having issues with receiving the packaging, I can see that it has been a while since you initially posted about this, apologies for the delay in a response.
Have you been in touch since your post to get additional support on this?
If not I can advise that in some cases our stores may accept the equipment and check it in for you, alternatively you can request the packaging your self through our website, ( https://www.virginmedia.com/postcode-checker/ ) or we can request it for you.
Since my post, on 6th Feb I've requested more packaging to be sent to me using the link in the reminder emails. I received the generic email again: "Your prepaid equipment returns packaging is winging its way to you" with my address, but have not received anything so far. I've also cancelled my direct debit so that I won't be charged in the meantime.
I checked online and there isn't a Virgin Media store near me, so unfortunately I can't return that way.
If I do not receive this latest packaging, is it possible to get a returns label I can print emailed to me so that I can package myself and still use the Collect + service?
I've received 2 emails (7th Feb and 15th Jan) after requesting to resend packaging, and both of these have my correct address and say my returns packaging is on its way. I don't usually have problems receiving things through the post, but I could try requesting more packaging to my work address this time?