Virgin Media Community

[gunner81uk]

I've just received a email from virgin stating that they are still waiting for my old device I traded up with the threat of having to continue making my payments on my old freestyle contract until they receive it.

I have proof of postage and Royal Mail tracking shows it was delivered 2 days after posting.  This whole process of upgrading to a new phone has been a terrible experience.  Where do I stand legally on this if Royal Mail say they have delivered it and Likewize say they have not received it?

[Ashleigh_C]

Hi there @gunner81uk

Thank you so much for your post and welcome back to our Community Forums! 

I am so sorry to hear you are facing this issues! I'd be more than happy to take a closer look for you! 

I'm going to send you a PM now so we can look into this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you.

[gunner81uk]

thanks for trying to help Ash

I contacted the sales team as advised and basically they just passed it on to Likewize asking me to contact them, so looks like Virgin are washing their hand of it!!!

[Ashleigh_C]

I'm so sorry to hear this! Can I ask who they passed this on to sorry? Did they explain why they couldn't assist?

Ash 

[gunner81uk]

As I said above they told be to contact Likewize direct which I did and it was eventually sorted, they never explained why they couldn't deal with it,  thanks.  

[Serena_C]

Hi @gunner81uk

Thanks for getting back to us. I'm glad to hear that the issue regarding sending back your phone has now been sorted via Likewize, thanks for letting us know 🙂

Kind regards,

Serena

[sgilkes8]

Did you get this sorted? I sent my phone in which they received on the 10th August, then I got an email to say that they haven’t received it yet. I checked my tracking and it had been received.

how did you get it sorted? As there’s not much I can do till Monday morning

[David_Bn]

Thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the issues you've faced when trying to trade up your handset.

On what date did the E-Mail arrive to you?

This may simply be a case of the E-Mail arriving to you after this has been received.

Kindest regards,

David_Bn

[sgilkes8]

I received the email at 12:15am this morning.

I’m not sure if I put my unique number in the package that I was told too. So I don’t know how they’ll know it’s from me. I’ve emailed them my proof of postage and the IMEI number of the phone and make and model.

[Paul_DN]

Hi sgilkes8,

Thank you for reaching back out and for the further information, as you only sent the phone in on Wednesday 10th August it can take a little while to reach us, Please allow 2-3 working days for Royal Mail to deliver your device to us. We’ll send a text to you the day we receive it. In some cases delivery can take longer, so if you don’t hear from us within 5 working days of sending, you should contact Royal Mail on 0845 774 0740, you can find out more around trading your phone in here. 

Regards

Paul.