Hello I have seen numerous posts on here about not receiving packaging to return your equipment but can't tell if any of them have been resolved. I cancelled my broadband service with you 2 months ago and over the course of that 2 months I have received 7 emails and 4 texts from you either saying you have sent the packaging or requesting return of the equipment or I will be charged. Each time I have either re-ordered online or telephoned to request the packaging that I have never received. Today being the latest phone call. I would like to avoid receiving another harassing text or email saying I will be charged if I don't return the equipment. So I would like to know what you can do about it.
Blaming Covid19 for the backlog in Royal mail is not good enough. I have received plenty of packages from Royal mail over the last 6 months from numerous companies. So that excuse does not wash.
I would like a concrete solution on how to return the equipment. If you do not want the equipment back, let me know. I was with Virgin for many years, so I am guessing the hub I have is not as good as latest models.
No I haven't received anything. I called Customer Services again on Tuesday. They said they would send out another returns package and to wait up to 2 weeks to receive it. I am not convinced I will receive anything. I have not been charged anything as far as I'm aware.
I have just received the following email and a text saying the same thing: - I am now at my wits end!
We've attempted to contact you several times by email and/or text about returning our equipment, but our records show that you haven''t yet.
This is a final reminder but it's not too late to return our kit and for you to avoid a charge on your account. Just send back our kit in the packaging we provided, or, if you've not received it, you can re-order it here
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I'm sorry you still haven't received the packaging and I've checked your details using the information we have on here and can see that we have sent the packaging on several occasions. Can I ask whether you're still at the same address as the one that is registered on your account? There has been some delays but you should have still received them, please let me know so we can get to the bottom of it.