How to return old equipment?

[Tom41]

We recently received a replacement TiVo box to swap with one that was showing signs of failing. The call center agent said there would be a CollectPlus label included to return the defective one, but there is no sign of anything in the box apart from the replacement equipment and usage instructions.

How do we go about returning the TiVo box? Do we need to call again for a label, is it sent by e-mail or do we have to pay postage ourselves?

[ozsat]

If it is an old TiVo box then I understand that VM do not want them back and you can dispose of it yourself.

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@Tom41 wrote:

We recently received a replacement TiVo box to swap with one that was showing signs of failing. The call center agent said there would be a CollectPlus label included to return the defective one, but there is no sign of anything in the box apart from the replacement equipment and usage instructions.

How do we go about returning the TiVo box? Do we need to call again for a label, is it sent by e-mail or do we have to pay postage ourselves?

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[japitts]

As per https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment the current "official line" is that VM are happy for you to recycle your TiVo through whatever responsible method/facilities are available to you.

Forum staff may be along to request otherwise, but until such time as they do, I'd follow the advice on the website link above.

[Tom41]

I now have conflicting information. I telephoned Virgin yesterday, and they agreed to send out a label to return the old TiVo box. But this morning I got an e-mail saying that I don't need to return the disconnected equipment! I'm not going to do anything with the box for the time being, until forum staff give a definitive answer.

[Alex_RM]

Hi Tom41,

Thanks for posting and sorry for any confusion regarding equipment returns.

All equipment we need would be detailed on the link japitts has shared, anything you can get rid of yourself in an environmentally friendly way.

Alex_Rm