on 09-07-2021 13:33
Hi,
A person has left their Virgin Media hub and equipment behind from a rented house.
Do I return it to Virgin, and if so, how?
Thanks
on 09-07-2021 14:03
The person who had the contract with VM and left the equipment behind is responsible for dealing with its return (if it does need returning). Some info below might help you check that
https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment
If the person who left the equipment behind is still contactable to collect the item from your property then you could try letting them know the kit is still there. It is they who should be concerned about its return because they might be charged if VM do actually want the kit back and they don't return it.
One of the VM forum team may help you with the return process, if VM does want the kit back. One of the VM forum team should reply within a day or two.
on 09-07-2021 15:43
Hi @psargent1.
Welcome to our community forums and thank you for your first post.
In regards to your returns enquiry, was the great advise given by @goslow useful? Do you require any further help regarding this?
Please get back to me when you can.
Thanks,
on 09-07-2021 16:08
Hi,
Many thanks for the information. The only problem I have is that I do not have an account with Virgin and do not live currently
in the property so I cannot fill in the forms to get a return pack sent to me.
The original box and the Hub 3, I have.
Thanks
psargent1
on 09-07-2021 16:17
Thank you for letting me know @psargent1.
Are you in contact with the old tenant? If so, are you able to get them to get in contact with us so we can resolve this?
Many thanks,
on 09-07-2021 16:35
Hi,
No, I'm not in contact with them. I just have their name and where they lived with this box.
Sorry, i just don't want to throw something out if it can be re-used.
Regards
psargent1
on 09-07-2021 16:40
We can definitely understand @psargent1
Do you happen to know what type of equipment was left behind? You may find this useful https://www.virginmedia.com/help/virgin-media-hub-connection-status .
Thanks,
on 09-07-2021 17:55
Yes, it is a Hub 3.
on 09-07-2021 18:06
In this case, I have sent you a private message regarding this.
Please look out for the purple envelope and provide a response when you can.
Thanks,
on 09-07-2021 18:26
Thank you for the relevant details @psargent1.
I have passed this on to our Area Field team.
Once I hear back from the team regarding a resolution, I will be back in contact with you. This should take about 3-5 working days.
I thank you in advance for your patience,