on 02-05-2021 21:21
I have closed my old account with Virgin after moving house. I have completed the 'return your equipment' form 6 times over the last month, and also had a pick-up scheduled.
I never received a return package, and nobody showed up for the pick-up. But I keep getting emails telling me that I haven't returned the equipment and I will be charged for it.
What can I do to actually have a return package sent to me, or to have the equipment picked up? I tried but nothing seems to work.
Answered! Go to Answer
on 05-05-2021 13:48
Hi MarkPlym,
That's a happy coincidence!
Thank you for letting me know but do please get in touch if we can assist in the future.
Take care
on 02-05-2021 21:55
Phone the support number
on 04-05-2021 10:00
Well, interesting saga.
I tried the 0345 number - I got the runaround with all the automated 'press 1 if something' and eventually on the 2nd try I got to an actual person. Who couldn't get me through authentication because my old account is closed.
Trying to get help by using the web chat is also not available if your account is closed.
Eventually on another attempt the guy who answered transferred me to the actual Customer Service, who promised to send me the blessed Return your Equipment package. Fingers crossed, maybe this time it works.
This is quite something, when you think that all they could do is to send an email with a self-addressed label I could print and attach to the box myself.
on 04-05-2021 14:15
on 04-05-2021 19:24
It's Hub 3, the current version, so they do want it back.
They've been inundating me with emails complaining that I haven't returned it and saying I will be charged £40 for it, but they aren't giving me any way of returning it!
on 05-05-2021 13:18
Hi MarkPlym,
Thank you for posting to the Community.
I am very sorry to hear you have not received the returns packaging for the Hub 3.
I can take a closer look in to this from our side but I will just need to confirm a few details first if that's okay?
I'll pop you over a private message now and this will be available via the purple envelope on the top right of this page.
Speak soon,
05-05-2021 13:39 - edited 05-05-2021 13:47
Hi Natalie, thanks for replying.
Funny thing is, today I finally got the return packaging, so it's all packed and ready to go. Crisis ended! 🙂
... and just after I posted this, a Virgin guy came to my door and picked it up. How efficient is that!
on 05-05-2021 13:48
Hi MarkPlym,
That's a happy coincidence!
Thank you for letting me know but do please get in touch if we can assist in the future.
Take care