Returns packaging

[Anonymous]

Hello support staff, I’d like some help. 

as you can probably tell by my username, I’m not impressed with Virgin as a company. I started an account with Virgin and there was a mismatch with the hubs that were sent. Your phone staff were unable to help, and when I say unable, I mean I wasted 5 hours of my life on the phone to them only to be told I’d been lied to all along.

I decided to cancel my entire account within the cooling off period, so here we are

Virgin sent me 4 hubs.. yes, 4. three of them have been returned but I still have in my possession, one. I would love to return it to you, I really would. I’ve called countless times to try and get some returns packaging only to be told “wait 48 hours”.

no, no I won’t. Virgin are repeatedly sending me text messages and emails threatening a charge on my account if I don’t return this router.

Please. Please collect your router. 

. 

[Anonymous]

Whilst I’m at it..

I have never met a company like Virgin before. The level of customer service, or lack of, astounds me every time I speak with them. I opened 3 complaints about the above.

• complaint 1 was cancelled with the reasons “account change”. I didn’t authorise this.
• complaint 2, the lady said I will now close this because the solution is that we have booked an engineer. No, I will tell you when to close it. That is not a solution 
• complaint 3, they refused to open.

i also asked for a subject access request and was met with utter confusion. I might as well have asked the rep to explain quantum mechanics to me. Literally had no idea what I was talking about.

finally, before I cancelled I was told that the fault was with the “fault management team”. Only after 12 days was I told that there was no such team. When asked “so I’ve been lied to” the response was simply “yes that’s right”. 

what a shambles of a company, an utter, utter shambles. 

[Anonymous]

Apologies, I neglected to mention it’s nearly a months since my services were disconnected. So that’s why i won’t wait “another 48 hours”. 

[Steven_L · Accepted solution]

Hello not_vry_happy,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’ve had and are still having with your equipment return and everything else that you have mentioned in your posts. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[Anonymous]

Cheers Steven, I’ve sent one back! 🙂

[Anonymous]

For the attention of whoever else this might help. 

turns out you can print your own label, as Steven kindly explained. thanks Steven.

if only Virgin clearly signposted this ok their own website 

yodel.co.uk/returns/virgin is the link. 

[Anonymous]

(Also, why is there no edit post button 😀) 

*on their website

[Anonymous]

Just to add to this - after a month of trying to get returns packaging, threatening emails and text messages implying I’m going to be charged, and that it’s my fault/responsibility - I’ve today received a text saying that due to an incident my returns package is delayed.

you couldn’t write it