My broadband was correctly disconnected on 28/01/2021, following my request to terminate, as I moved address and no longer required this service at my new property. I provided my new address on 31/01/2021 by phone when I called to terminate and in a letter, also dated 31/01/2021, which Virgin Media acknowledged having received when I called. I was told on 31/01/2021 by phone that I would not need to return my equipment.
I received the final invoice, a credit cheque etc. and this was all fine.
However, despite being told that I would not be required to return my equipment (due to its age) I have received a number of emails since saying that an engineer will attend my old address to pick up the equipment. I called customer services each time to advise I am not at the address and was told kit bags would be sent to my new address. These have not been received. I also chatted with chat agent and was told an engineer would attend my new address on a specific day and time window. I have also used the specific online link to request kit bags. Nothing has been successful.
I would be grateful if anyone from Virgin Media could look into this for me and ensure either that I am actually sent kit bags to my new address, or arrange for an engineer to collect the equipment (perhaps by text collection). This should be a simple process, but it is now May and I have still not been able to get this resolved. This has been my worst customer experience with any Company. I am concerned that I am going to end up with a fine, despite having done everything I can.
I have done everything I can from my side to try and resolve this, spending hours and hours of my time. I am not sure why this is proving so difficult. I would really like to avoid having to make formal complaints, follow dispute resolutions processes etc.
Any practical help that anyone from Virgin Media could provide would be very welcome.