Virgin Media Community

[qwakuk]

Probably not the usual question and will need moderator assistance.

Back in April was having broadband issues and was sent out a replacement SH3, before it arrived the existing modem started working normally again and the replacement is still in the sealed box. Got an email requesting a return today and there is a serial number quoted in the email, but this may be the old one.

Presumably that will cause an issue if I return a SH3 with a different serial number.

[qwakuk]

bttt

[Paul_DN]

Hi qwakuk,

Thank you for reaching out to us in our community, is the new equipment and the one that is still working both Hub 3.0 ?

Regards

Paul.

[qwakuk]

Both SH3s, never opened the replacement as the original one started working normally before the new one arrived.

I have already ordered the return packaging and am just waiting for it to arrive.

[Paul_DN]

Hi qwakuk,

I have looked into this and there shouldn't be an issue as it will show you have returned one.

Kind regards

Paul.

[qwakuk]

I have had a reminder to return the equipment BUT I have still not received the box / label etc. Assume it is coming via Hermes, can you send me the tracking link ?

[qwakuk]

Reordered the packaging again after today's sms and email

[Alex_RM]

Hi qwakuk,

Thanks for posting,

I'm sorry to hear you haven't received your returns packaging yet. I can confirm the recent order has been raised, it would usually take around 14 days if you can please keep us posted.

Alex_Rm

[qwakuk]

Still no packaging or label to return my unopened modem.

Was also being discussed in another thread where it suggested the packaging was sent 9th September !

https://community.virginmedia.com/t5/Virgin-Media-TiVo-service/equipment-return-kit-not-received/m-p...

[John_GS]

Hi qwakuk

Thanks for posting and apologies for the delayed reply.

Have you received the packaging since posting? If not, please click this link here to re-order it. You'll then receive it within 14 days

Kind regards,