I am posting this in absolute desperation as a final attempt to contact Virgin Media with regards to not receiving a returns kit. Over the period of a month I have made the following contact:
Completed 3 online requests for a returns package, 2 phone calls where I spoke in person to request one, and multiple other attempts to call but on hold for 30+ minutes therefore hung up. I have also submitted 3 formal complaints requesting a returns kit. I received one response for the first complaint saying VM had tried to contact me - I have phone and e-mail evidence that I have received no such contact. The only contact I have had is an e-mail saying that I will be charged if the kit is not returned. I don't know what else to do, VM have made it completely impossible to return the kit.
I am now moving in 2 days time. I have no use for the kit and would pay for returns myself but it has to be in their returns packaging. This is an attempt to hear from the VM team and any one else who has been in this situation. I can assure you that I will not be using VM again after this experience. It is now too late to return the package, I don't live near a store and I will not pay a fine for not returning the kit as I have done everything I possible can to do this.
I'm having the same problems. I spoke to the Virgin Media team on the phone and was told I'd be sent a kit to return the box, it didn't arrive. I then received a text telling me I was going to be charged if I didn't return the kit, so I requested returns packaging online and it still hasn't arrived.
It's been over a month, when will the technician get in touch with me? I don't actually live at the address anymore, so it's not just a case of a technician "turning up with full ID." Where do I give my new address so they know where to come pick it up?
Hi John and all on this thread, I have the same problem. I moved on 30th August and still haven't received a returns kit despite having ordered it 3 times, and spent over 1.5 hours on the phone to follow up. I keep receiving messages that I will be charged if I don't return it. I will not waste more time on the phone or reordering kit, and I will not pay for something I have been trying to return all this time. Customer service should contact me and directly arrange a return as far as I am concerned. @John please do so or ask a colleague to.