Just to provide an update to my situation, the returns delivery kit that was supposedly dispatched on 22nd March has still not arrived. This is the third returns kit that was apparently sent by Virgin Media, and I still have not been able to receive anything. My address is very simple to find so it is not a case of getting sent into the wrong post box either.
My timeline is as follows:
Applied to cancel Virgin Media contract because I was moving home: 19.02.2022
Received confirmation e-mail of first returns kit sent to the address I was moving out of: 22.02.2022
Received confirmation e-mail of second returns kit sent to the address I moved into: 08.03.2022
Received confirmation e-mail of the third returns kit sent to the address I moved into: 22.03.2022
Got a message saying that Virgin Media personnel was in my area and available to collect the hub, booked an appointment with them to collect on 24.03.2022, they did not show up.
I have a Royal Mail redirection from my old address so it is not a case of the package being sent to the wrong address, it is not getting sent at all. Furthermore I am now getting harassing messages from Virgin asking me to send the kit back or they would charge me £40. This is absolutely unacceptable.
Can someone please sort this out? And please don't tell me that another package is on its way as it is clearly not arriving at this point. I am also welcome to any suggestions on which platform I can file an official complaint against Virgin Media.