Yodel not delivered parcel to Virgin Media

[Margela]

I have received several emails and texts asking me to return Virgin Media's equipment via Yodel as I have now left Virgin Media. I have informed them that I sent the parcel on the 29th May. I have a receipt from the Yodel agency and also photographic evidence of myself passing over the parcel to the counter assistant. The date and time are on the details of my photograph.

This parcel was sent 16 days ago and I cannot understand why Virgin Media have not received it since they themselves said that this was a quick and easy service. Apparently not in my case. If they do not receive the equipment I will be charged £40.00 for the Arris Hub 3; the Arris TiVo Box 1TB, has no charge.

Can you please tell me what my next step could be, as I have discussed this with their Customer Services and I have also replied to their emails and texts but still they insist that I return their kit! 

Any help would be greatly appreciated. 

[Megan_L]

Hi Margela,

Thanks for posting on our Community Forums about this issue with returning your equipment, I am sorry if it's been causing some frustration!

It's good that you've got the receipt from Yodel, you should also have access to their tracking site which will tell you when it was delivered back to us, check here to find out more 👉 Track a Returned Item.

I'm happy to go into a PM with you so you can give me the picture of the receipt 😊
I'll send this now, speak soon!

Thanks,

Meg

[Margela]

Hi Meg,

Thank you for your reply re: Yodel, I have now managed to sort this out and Virgin Media are now in receipt of the parcel.

The delivery took far too many days, 23 days in all, so clearly, Yodel are not the best and quickest delivery firm for Virgin Media to be using.

[Tom_W1]

Hi @Margela thanks for your reply here.

We're glad this is now finally resolved for you, although please accept our apologies that this took so long for you to receive it.

Many thanks