Expecting a returns kit - not yet received

[Ralam]

Hello,

Live chat seems to be non existent on VM website or working webforms link anywhere.

I recently switched to an alternative provider and I was asked to return the hub to which they would send a returns box/bag for me to send it back with.

I have not yet received one and I am wondering what is going on as I do not wish to be charged anything for not returning it.

[goslow]

See this page

https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/returns

for returns info and the option to order packaging if none is delivered within the timeframe mentioned.

[Ralam]

Thank you, Just ordered.

[goslow]

Hopefully it comes through OK but keep a good note of all the dates/times etc. when you have been in communication with VM about returning the kit and ordered the packaging, sent it off etc.

The VM returns process, like many other VM processes, seems to be highly erratic for some (ex-)customers.

Once you have posted the kit off, keep a careful record of the posting/tracking info as that is the only thing that protects you from being charged if any problems do crop up with the return.

[Gareth_L]

Hello Ralam 

If you do need anything in the future.

Pop back on here and we can help 

Gareth_L

[Ralam]

Hi Gareth, you've just reminded me,

it still hasn't arrived. How much longer should I wait?

[newapollo]

Hi Ralam,

Have you double checked this page to make sure VM actually need your kit back? 

https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment 

[Ralam]

Hello,

thanks for getting back, no according to the link I don't have any of that equipment that requires returning, however whoever I spoke to on the phone said I would (and that they would send out a returns kt etc...)

If I don't have to return it and I don't get charged, I'm happy.

[Robert_P]

What equipment do you have that you were advised needed returning Ralam? We can double check it for you 🙂

Rob