I am struggling with the same problem, waiting for weeks now to receive the return kit, even tried 2 different addresses, but no return kit was ever received. I also wrote 2 mails to their complaints service already, however I did not receive any reply, just another mail stating that my account has been charged with a £40 fine for not returning the equipment. What makes them think that any of us would like to keep their router when we clearly don't have any use for it? Customer service is a shame with VM!
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
I'm really sorry to hear about this.
I can certainly take a look at this for you.
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Hello, I’ve requested 3 times for the box to return my equipment and 2 months on still waiting, is getting frustrating as calling takes a long time and nothing happens, then I get msg saying I’m going to get charged as I haven’t sent it.