Unable to return VM Equipment
Hi, I've received changed the services I get from VM. VM sent me new equipment, but want the old equipment back. However, the returns label they provided (Yodel) doesn't work. I went to 3 different shops, and they either cannot scan in the item, or it freezes the machine. What do I do? I don't want to be charged for this when the label that I have been given by VM is faulty. It either doesn't scan for the shopkeeper or it breaks their machine! Thanks.
Threat I'll Be Charged For Non Return Of Equipement
After being forced to cancel my 25 years with Virgin Media after cancelling broadband and then finding out the TV won't work with it I was sent some boxes to return my equipment. I've been told via email and texts to my wife that if we don't get the equipment to you by the 29th June I'll be charged £65. The emails and texts were dated 20th June. On the 14th June at 12:34pm I went to a local Yodel drop off point and left my returning box with them. I have a receipt of proof that they had it. How am I meant to know if useless Yodel will pick it up and return it to you before that date and you'll not charge me as I've left you regardless? I said on the phone to the representative that I might come back in the future as they were so apologetic as I wasn't told that by cancelling my broadband I'd have to cancel my TV as well. The wording of the email and text are not in a nice manner and depending how this goes as to whether like I said Yodel do indeed return the items to you or you charge me will determine how I feel about re-joining in the future. I would like to know if you receive the items plus I have proof I dropped it off for you.Misleading equipment return information
When cancelling my service via online chat, I received misleading information from a standardised response about returning equipment. Being autistic, I find it very difficult to manage ambiguity. The agent providing service refused to help me and cut me off. the confusion I had was from this statement: “The equipment returns package will be sent to you within 10 days after your disconnection date and we ask you return the equipment back to us at your earliest convenience. If your equipment is not returned a charge may be applicable.” I asked what the criteria was for deciding if a charge was applicable, because it uses the word “may”. they wouldn’t help me understand this. It is misleading. Either tell me a charge will be made or tell me it won’t be made; or tell me under what circumstances it may or may not be charged. they cut me off, leaving me feeling worthless and like I’d done something wrong for asking for certainty. can I be given a definite answer or some clarification? how can I speak with someone who understands autism?
Being charged for equipment I have returned
I left VM on 27th November 2023 as was immigrating to Australia. I provided proof of address in Australia, but was still charged over £200. This was eventually returned to my bank in January. I returned VM equipment via their yodel return service. I have now 13/01/2024 received a bill for £40 for equipment that has not been returned! It was returned back in November 2023. I am not even in the UK anymore and calling VM from Australia is less than ideal. Can someone from VM PM me pls so we can resolve this issue as it’s now been over a month since I left the UK.Charged for not returning equipment when VM missed the appointment
I left VM and booked a slot for 7th December for my equipment to be collected. I stayed in all day and no one arrived. You have now charged me £65 for not returning the equipment. This is not my fault, you didn't collect. I can't see where to book another appointment and I have already requested return packaging but so far this hasn't arrived. How can you charge me for the equipment when you don't come and take it back?