Returns packaging for Hub 3 not sent in 7 weeks; now being threatened with a fine

[alex_20202020]

I gave more than 30 days notice that I was moving out of a flat, so was cancelling Virgin.  They didn’t send me the packaging for returning the hub during that time, either automatically or when I requested it using the online form.

When I moved out of the flat three weeks ago I took the hub and power pack with me.  

I’ve now requested the returns packaging to be sent to my new address 3 times but still haven’t received it.   A couple of times I’ve had Whistl notifications that the packaging is with the Royal Mail for delivery but still nothing has come.

Now overnight I’ve had an email saying I’ll get a £40 fine in 9 days if they’re still not returned, presuming using the non-existent packaging.

It wouldn’t surprise me if they’ve been posting the packaging to the address on the account which I’ve moved out of, and am not getting post forwarded from.   Though it does recognise my new address when I fill in the form so surely the system can’t be so stupid.

Anyway from what I’ve just read here, it looks like Hub 3s don’t even need to be returned. 

So how do I get hold of the packaging or make the emails stop? 

[alex_20202020]

I do not have a printer and I’m not going to go out and buy packaging, in case that’s suggested. 

[alex_20202020]

The returns packaging finally arrived in today’s post 🙂 

I bet I’ll get multiple more now as well as I filled in the form multiple times.  No regrets for this though since I’ve been sent so many emails! 

[goslow · Accepted solution]

Keep good records of the items returned (serial no., MAC address etc.) as well as the tracking receipt/number when dropping off for collection as this is the only proof you have of sending equipment back.

You can share your unhappy cancellation and equipment returns experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.