I cancelled my broadband plan a few months ago and repeatedly called the customer service hotline (0345 454 1111) for the pre-paid package, but it has never arrived. I am frankly very tired of calling Virgin Media six times and have wasted so much time staying on the line (hours on end at times) for someone to pick it up just to tell me there is no alternative solution. I am not confident that the package will arrive again despite the call teller promising so just a few moments ago. Besides, the call teller claimed the pre-paid package was only sent out twice even though I called six times. Could someone please help rectify this? I do not wish to be charged the penalty fee. And I will not inform Virgin Media again if I do not receive the pre-paid package - I've had enough. I am also considering asking my bank to blacklist Virgin Media just in case I'm charged the penalty fee. I am also considering cautioning my peers against using Virgin Media lest they come across the same problem.
The customer service is not for purpose as can be seen from the hundreds of people complaining on here and on social media. Unfortunately unless you get lucky or are prepared to spend several hours on hold several days a week it seems unlikely you’ll get through.
Best bet is to file a complaint. They have 8 weeks to address that. It will also provide a record of the fact you tried to return the equipment.
Sorry you’ve wasted so much time on this. I can see how incredibly frustrating it must be.