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jimbom
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Equipment return with ‘long-Covid‘

Hi everyone

I’m hoping for some advice. I have ‘long-Covid’ and have been unwell for six months. In August, after a long period of a poor broadband service at home from Virgin Media, I decided to cancel the contract. Virgin Media now want their broadband box back.

However, the only return option I have is to travel to a local Collect+ store to drop it off. My specialist at the local hospital has advised me to avoid all exercise. The drop-off point is about 15 minutes walk there and 15 minutes back at my current pace. My wife is dealing with her full-time work, and doing the job of two parents looking after our primary school children, all while caring for me. I don’t want to ask her to take more time out her day, or take holiday, to complete Virgin’s request.

So, I’ve emailed Virgin Media three times to ask them to pick-up the equipment from our flat, or wait until January when I hope to be recovered enough to work and walk places. I’ve had no reply.

So, I just called Virgin Customer Services after the latest round of threatening text message and email, and was told that either I take it to the shop, get someone else to take it to the shop, or I’ll get charged. They’re my only options because apparently it’s ‘automated.’ I’m very reluctant to pay as I’m not working because of my illness. It’s stressing me out, which is the number one thing to avoid with post-viral illness.

Any ideas on how to get Virgin off my back? All I’m asking is that they stop harassing and threatening me until January, or arrange a collection.

Thanks for any help.

James

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jbrennand
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Re: Equipment return with ‘long-Covid‘

They have been operating a pick up service for just this situation. However the agents on the phone are often unaware of it for some reason!

Anyway, a VM person should respond on here in a day or so and send you a private message and let you know if that's possible.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
jimbom
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Re: Equipment return with ‘long-Covid‘

Thanks John, good news

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Ernie_C
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Re: Equipment return with ‘long-Covid‘

I even had a lady from Virgin Media turn up at my door when I’d already gone the CollectPlus route and returned a V6 already.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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jimbom
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Re: Equipment return with ‘long-Covid‘

I just got another threatening message about returning the hub. Anyone from Virgin here who could reply to my original message please?

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Jodi_S
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Re: Equipment return with ‘long-Covid‘

Hi jimbom,

 

Thanks for posting on our community forums. Sorry to hear that you're unwell and are unable to return our equipment due to medical reasons.

 

In this circumstance we will try and arrange for the equipment to be collected for your home and put full notes on your account the reason's why you are unable to return to the equipment collect Plus.

 

I will pop you over a private message to take your details, click on the purple envelope to accept the chat.

 

Kind regards Jodi

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Jodi_S
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Re: Equipment return with ‘long-Covid‘

Hi jimbom,

 

An email has been sent to the relevant team asking if we can collect the equipment for your property in the circumstances. You will be contacted to get this arranged.

 

Many thanks and all the best for the future.

 

Kind regards Jodi

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