Returns - no return package

[DrewDude]

Hi,

I had a router upgrade recently.  I have now been asked to return the old one which is fine as I still have it  But I don't have any return packaging (none was initially supplied).  So I requested the returns packaging which has arrived.  However the email I got with regards the returns packaging mentioned returning the router and one of my TV boxes.  I haven't cancelled the box, its still on my account and its still working but if I return just the router is that going to cause a problem (so will I need to speak to Virgin as well).

Thanks,

Drew  

[MOD EDIT: Subject title changed for clarity]

[jbrennand]

See....

https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack

[DrewDude]

Thanks for replying but thats not the issue. I have requested and got the returns packaging.  But Virgin also sent me an email saying what needs returning, and that lists the Hub and a Set Top Box.  I don't know why the Set Top Box is listed as it wasn't replaced or being returned.  I assume its an error as it still works and its still on my contract. But if I return the Hub and not the Set Top Box is that going to flag up an issues as the system is also expecting a Set Top being returned as well.

Andy

[Reece_MH]

Hi DrewDude 👋

Thanks for your post, and a warm welcome back to the Forums.

I'm sorry to hear there has been some confusion with the return of your equipment after an upgrade. I'm going to send you a private message, so we can look into this. Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages".

Cheers,

[Reece_MH]

Hi DrewDude 👋

Thanks for your quick responses to my private messages. I'm glad we've been able to clear up whether the TV box(es) are due to be returned. As mentioned privately, if you do experience any further issues or have any queries, feel free to open a new post and we'll be more than happy to help out.

Cheers,