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Email requesting return of equipment I do not have

Miscellanist
Tuning in

Hi,

I appreciate this is possibly not the correct board to post this but could not find anything that seemed any more appropriate.
I have recently been receiving emails from Virgin asking me to return equipment I do not have. Until today they have advised me to ignore if I no longer have the equipment but today’s does not. It is referring to an Arris Hub 3 broadband router and supplies a serial number that does not relate to any of my Virgin equipment. We have had Virgin here twice in June and July but on neither occasion was old or spare equipment left with us.

After my experiences in arranging the two recent home visits, I really do not want to hang on the phone or be on the chat service for lengthy periods of time plus the emails all originate from a 'no reply' email address: Can anyone suggest how best to resolve this matter?

Thank you.

 

1 ACCEPTED SOLUTION

Accepted Solutions

beezer60
Tuning in

Same situation here. In June when I was sent a Hub 4 the VM web page about return/recycling said the Hub 3 didn't need to be returned and should be recycled - which I did. Now receiving texts/emails about returning it and the VM web page has been changed to include returning the Hub 3.

I tried phoning but gave up after being on hold for 30 mins so I raised a complaint instead.

See where this Helpful Answer was posted

10 REPLIES 10

beezer60
Tuning in

Same situation here. In June when I was sent a Hub 4 the VM web page about return/recycling said the Hub 3 didn't need to be returned and should be recycled - which I did. Now receiving texts/emails about returning it and the VM web page has been changed to include returning the Hub 3.

I tried phoning but gave up after being on hold for 30 mins so I raised a complaint instead.

Thanks for that update. It looks like I'll need to do the same. 

Fastdax
Tuning in

Same situation here also.
New Hub 5 delivered 4th August, return instructions only mentioned Hub 4/5 needing to be returned and "recycle other items" which I did.
Now getting demands for the Hub 3 router which has long gone.
Latest VM recycle page does mention Hub 3 ( https://www.virginmedia.com/help/return-or-recycle-equipment ) but a Wayback Machine snapshot from 9th August doesn't mention Hub 3.

https://web.archive.org/web/20230808165940/https://www.virginmedia.com/help/return-or-recycle-equipm...

So VM have changed their minds after the fact and are trying to extract money from me for following their instructions!

I also will raise a complaint.

Hello beezer60

Thanks for your post regarding the Hub3 text/emails you haver received.

I am sorry there was some missed wording on the message.

Part of it should have said "please ignore if you have already recycled this"

Please don't worry as the team will be fully aware of any customers that have done the same as you.

Gareth_L

Adduxi
Very Insightful Person
Very Insightful Person

Thanks for the update @Gareth_L   Hopefully this will be "broadcast" on the VM Website for information to all who are in the same boat?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Miscellanist
Tuning in

I raised a complaint a couple of days ago and have now been advised that 'you need not have to return any equipment if you do not av what is being asked to you to return.'.

Matter resolved. Thanks for the various responses.

Thanks for the update Miscellanist, glad to hear this has been resolved.

 

Rob

This does not seem to be the process at all unsurprisingly as I’ve just received a £105 bill for a hub 3 and hub 4. 

The hub 3 you advised I should recycle when I paid to upgrade to a hub 4. 

How do I raise a complaint to deal with this?

Hi Fars, 

Thanks for joining the discussion about issues with returning equipment that you may not have anymore. 

I am sorry there seems to have been some problems with yours after you recycled your Hub 3!

We have started to ask customers to send back their Hub 3's due to stock levels IF they still had them, however if like yourself you have already recycled it then you should not be charged for the Hub 3. 

We also ask for Hub 4's & 5's back too as well as any 360 TV boxes 🤗 Here's a link for more information about this 👉 Send It Back.

In terms of the £105 charge that you mentioned, I'll be glad to take a closer look into this for you and raise a complaint about the whole experience. 

I'll send a PM to you now to do this. 

Speak soon!

Thanks,

Megan_L