on 21-04-2021 21:08
I recently terminated my service with Virgin and was asked to send back their equipment. No problem. Before I receive the packaging I'm sent an e-mail saying Virgin have "key workers" in the area and can collect my equipment. Great. I set the date for the 15th April, the day comes, and goes... nobody shows up. I made 3 calls throughout the evening asking when I should expect the equipment to be picked up and was told increasingly later times - up to 8PM! I live by myself so had stayed in the entire day waiting for a pickup that never happened.
My pickup was rearranged for today, and guess what? Same thing. Once is bad enough, but twice? I spoke to a customer service rep just now who was sympathetic but seemed powerless to do anything to help and recommended that I just keep the equipment and wait for Virgin to contact me again. I'm a bit concerned that a charge will be put on my file for not returning equipment, though (although Virgin have now had two opportunities to pick said equipment up and not bothered turning up). At this point I'll probably just end up requesting packaging and returning it myself, but I would have done that in the first place had Virgin not told me they'd be coming to collect the equipment and basically restricted me to my house for two separate days. Both times I got an email the day before saying they would be coming to collect, and on the 15th I even got a text in the morning reminding me!
What exactly is going on here? This is absolutely appalling customer service and has pretty much put me off ever returning to Virgin in future.
on 21-04-2021 22:11
What kit do you have? Are we talking TV boxes, broadband modems or both? Specifics would be helpful - if you're not sure, check here for modems and here for STBs.
You mention ordering returns packaging, has this arrived?
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on 21-04-2021 22:29
on 21-04-2021 22:43
@DE1987 wrote:
It's a TV Box and a Router.
Which ones? Can you be specific - check the links in my previous post if you're not sure.
The answer could impact on what needs returning and/or process.
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on 21-04-2021 22:49
Broadband Router Arris Super Hub
Set Top Box Arris TiVo box 1TB
21-04-2021 23:26 - edited 21-04-2021 23:27
As per the links in post#2, TiVo boxes aren't usually being returned and are encouraged for recycling. If you've been advised differently, then I suggest following that advice.
You've not said which Superhub you have, so I can't help there.
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on 21-04-2021 23:54
on 22-04-2021 08:20
Returns advice is on https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment and the SH3 is currently listed.
Best wait for the VM staff to pick this thread up regarding the TiVo and the missed collections. That may take a day or so - hope you get this sorted one way or another!
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on 22-04-2021 08:51
on 22-04-2021 08:57
Hi Ash,
Thanks, can you confirm my account will be marked as such so that I am not chased to send back or charged for not doing so? I can share account details over PM if needed.