Recycle or Return

[caveman38]

Although this question has appeared before the answers vary and I need definitive advice. 5 months ago I was upgraded from Hub 3 to 5. The advice was to recycle the old hub. There was no label in the box but searches revealed that I could recycle via. O2 shop or local council recycle yard. I am now being bombarded with SMS's and emails quoting my Hub3 serial number and the need to return it. 

Do they want proof of return in which case will O2 give me a receipt, do I need a Yodel label or can I safely dispose of it but have no guarantee that VM won't contact me again and perhaps eventually charge me?

[STORM7]

Im having the exact same issue!! Except we no longer have the equipment as the new hub mentioned nothing about the old equipment in the box, nothing regarding returns, labels etc. Ive made a post also but just seen yours. Hopefully someone can clarify that we wont get charged. Communication from Virgin is always so frustrating! 😔

[sj78632]

I have the same issue of being bombarded by no reply texts, despite already having dropped off my old hub at an O2 shop (they were very unhelpful; said I needed to put it in a box or they wouldn’t take it, despite the email from VM clearly saying that no packaging was required!). Hopefully someone will clarify how to stop the texts and emails.

[caveman38]

I could return the equipment if I can confirm that Yodel are still the delivery agent for VM.  But as there was no label in the box because the instruction was to recycle, can I request (or download and print) a label and take to the "Collect" store as I have done in the past?

[ne1]

I'm having the same issue. Was upgraded to new hub 5months ago. I kept the old hub until we had a summer clear out (about 2nd week in August) and recycled it at our local recycling centre. Never had any indication that that the old hub needed to be returned. No labels, instructions or emails until now.

[Yaesu]

I did a post on this very subject this morning, I looked up recycling on the VM website, has a load of pictures and says if yours is not on here don't return it . So I took it to the recycling place. Now, I'm also getting messages saying return it!!! If a solution is forthcoming include me in it .

[newapollo · Accepted solution]

Hi @caveman38 

If you have a printer you can print out your own label and return the equipment.

I hope this link helps https://www.collectplus.yodel.co.uk/virgin 

After clicking Create a new label. you will be prompted for your email address. Once you receive the email you will be able to print out a returns label which includes a barcode. You can then parcel up your equipment and drop it off at the nearest Collect + store.

Use either or both of the following links to find your nearest store (they have different shops listed)

https://www.collectplus.co.uk/find-a-store 

 https://www.collectplus.yodel.co.uk/store-locator?v=2. 

Or you can request returns packaging << here >> 

[caveman38]

Thanks Newapollo that is exactly what I need. That should put paid to the endless SMS's & emails. 

[Fastdax]

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 have raised a complaint.

[Adduxi]

Let us know how the Complaint goes. It seems someone has now decided it would be a good idea to ask for all the hubs back. It’s looking like another disaster…..