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MarkPlym
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Returning router to Virgin

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. 

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gary_dexter
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Message 2 of 8
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Re: Returning router to Virgin

Phone the support number 


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MarkPlym
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Re: Returning router to Virgin

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.

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jbrennand
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Message 4 of 8
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Re: Returning router to Virgin

What equipment is it exactly as some of it they dont want back?

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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MarkPlym
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Message 5 of 8
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Re: Returning router to Virgin

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!

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Natalie_L
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Re: Returning router to Virgin

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, 

 

 

Nat
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MarkPlym
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Re: Returning router to Virgin

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!

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Natalie_L
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Re: Returning router to Virgin

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

 

 

Nat
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