VM will only send out QuickStart packs to addresses that have previously had VM. Unfortunately they cannot tell if the previous owner has removed their equipment.
Welcome to our community forums and thank you for your first posts.
Sorry to hear you had this issue with your installation. We can understand the inconvenience caused. We can however see you have been able to get in contact with our team regarding this and have an appointment booked. Please let us know how the appointment goes and if you need any further help.
New around here? Check out the do's and don'ts, in our Community FAQs