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qwakuk
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Equipment returns issue

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.

 

 

 

 

 

 

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qwakuk
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Message 2 of 11
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Re: Equipment returns issue

bttt

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Paul_DN
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Re: Equipment returns issue

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.

 

 

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qwakuk
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Message 4 of 11
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Re: Equipment returns issue

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.

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Paul_DN
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Re: Equipment returns issue

 

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.

 

 

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qwakuk
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Message 6 of 11
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Re: Equipment returns issue

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 ?
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qwakuk
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Message 7 of 11
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Re: Equipment returns issue

Reordered the packaging again after today's sms and email

 

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Alex_RM
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Message 8 of 11
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Re: Equipment returns issue

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

 

 

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qwakuk
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Message 9 of 11
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Re: Equipment returns issue

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...
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John_GS
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Message 10 of 11
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Re: Equipment returns issue

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,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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