The Recovery of your disconnected Virgin Media equipment
 

I cancelled all my services with Virgin media in June, TV/Broadband/Phone and was told by cacellation department that i should dispose of all equipment in an environmentally safe manner as they did not want it back, this morning i received the letter below from a company called QNET Group Ltd.

Dear *******

Please find enclosed freepost packaging for the return of your Virgin Media Digital Equipment, scart leads, power supply and remote control.
Please place the equipment in the bag(s) provided and take them to your nearest Post Office, handing it in over the counter.

For your security please ensure that you obtain a receipt when handing the bags over, also please keep this for your records.

Could you please write on the slip provided the receipt number and that put into the bag when you are returning it at the Post Office.

Alternatively you can call or email us with your postal receipt number and we will add this to your account

. Telephone: 0871 700 4788 selecting option 1
. Email: qnetsupportservices@qnetcontracting.com (please quote your Virgin Media account number so that we can add it to the correct account)

Please ensure when returning the equipment you have enclosed your Virgin Media account number so the equipment can be processed to the correct account.

If yor equipment has already been collected or installed at your new address could you please phone the number above or email us so that it doesn't escalate to the debt recovery team, as each digital converter is worth£250. The debt recovery team will deploy different measures in order to recover the equipment

Kind Regards
QNET Group Limited

has anyone else had this letter months after leaving Virgin? and if so did you still have the equipment?

Re: The Recovery of your disconnected Virgin Media equipment
 

A verbal command from CS/retentions/billing is hard to hold up as a legal instruction, the fact that the equipement is VM's and that they now want it back within a reasonable amount of time is reasonable.. I know that they rarely have asked for it in the past but as the written contract states it is their equipment.

Re: The Recovery of your disconnected Virgin Media equipment
 

That may well be true but why are the Virgin CS/retentions/billing telling ex customers to dispose of the equipment? and it was on more than one occasion and from different reps, even as in my case the equipment is old NTL equipment which i'd had for years.

Re: The Recovery of your disconnected Virgin Media equipment
 

Probably the same reason as to why some CS quote rediculous things like there is no STM, everyone will be upgraded to 50Mb or even sell retentions at one price then charge another. In simple terms like most large companies one department doesn't talk to another and the "please dispose of the equipment" might be what one department thinks that they should tell customers when in actual fact they should be saying something else..

As I stated earlier though the disposal request was verbal and might/might not have been recorded where as the please return the equipment is in writing..

Re: The Recovery of your disconnected Virgin Media equipment
 

When we moved out of a cabled area the CS rep organised an engineer visit to collect the equipment. I suspect this was because we had a V+ box, but they also took the Samsung V box and the VM 255 SACM..

Re: The Recovery of your disconnected Virgin Media equipment
 

phone the number above and tell them its been collected

Re: The Recovery of your disconnected Virgin Media equipment
 

I'm not sure asking for the equipment back 3 months later is a reasonable amount of time though.

Although you may not necessarily be able to prove what someone at CS said on the phone, wouldn't the absence of certain records at VM prove the same thing? If necessary a DP SAR should get you access to their records at the time of the account closure?

I'd ring this QNet firm and explain what's happened - chances are someone at VM messed up with the records somewhere.

Re: The Recovery of your disconnected Virgin Media equipment
 

They will definitely come for that list of equipment as it is all currently being issued, all V+, Samsung STB's and late model modems will be collected whenever possible.

Re: The Recovery of your disconnected Virgin Media equipment
 

Does anyone know which company collects the equipment now in this area it was Q net but not seen them for a while :confused:

Re: The Recovery of your disconnected Virgin Media equipment
 

You are, of course, assuming that the account shows that the CSR made the request..

Re: The Recovery of your disconnected Virgin Media equipment
 

Can i just point out that i did not dispose of the equipment in an environmentally safe or any other manner but stored it in a cupboard, mainly because of my previous experience with Virgin Media CS/retentions/billing and because i have read of others on this forum having poor experience with Virgin Media reps lying/giving wrong information and or just could not give a damn.

I sent Virgin an email and asked them to come and pick it up as i was not able to take to Post Office, I got phone call last night (fastest response i ever got from them) telling me that they would send someone to come and collect it.
although i will not be handing the equipment over unless i get a receipt for it.

I know that a lot of you are happy with your services from Virgin and if you are happy then that's all that counts, as for me i am just happy to be rid of Virgin and delighted with my new service provider.:)

Re: The Recovery of your disconnected Virgin Media equipment
 

Personally I still have a Ambit 255 modem sat here in it's box (only used it for 3 months) No-ones ever said anything about it and I doubt if it'll ever get collected..But either way until I have something in writing to say I can dispose of it I'll leave it sat there..

Re: The Recovery of your disconnected Virgin Media equipment
 

28 days from cancellation is ample time to be given to collect equipment just threaten them back with a small claims court.

Re: The Recovery of your disconnected Virgin Media equipment
 

Yes but only if the OP has written in and asked for the equipment to be collected. Only 28 days from that point can he legally claim status to the equipment and do with it what he wants...

If no-one writes to the others asking for the equipment to be returned/collected then it's in limbo

Re: The Recovery of your disconnected Virgin Media equipment
 

I can assure you it ain't in limbo it's sitting in the cupboard waiting to be picked up.:)

Re: The Recovery of your disconnected Virgin Media equipment
 

If I cancelled and got a letter I would simply send an email stating it is not convenient to post back these good and that they can arrange pick up of said items at a time convenient to me

Re: The Recovery of your disconnected Virgin Media equipment
 

They don't seem to be in a hurry to collect the equipment now they realise i still have it, they valued the equipment at £250, could it be the cash value they really wanted to collect?.

Re: The Recovery of your disconnected Virgin Media equipment
 

Well a bloke came round yesterday looking for the STB from the previous tenants, they must have done a runner with it. But it does show that they care about them...perhaps it was a Samsung box?

Re: The Recovery of your disconnected Virgin Media equipment
 

could have been someone looking for a box to "mess about with"

Re: The Recovery of your disconnected Virgin Media equipment
 

When I moved out they (virgin) came out and picked up my modem, v+ and little samsung box.

They did not, however want any usb, ethernet, hdmi, scart or power packs that went with them they just asked me to throw them away.

Re: The Recovery of your disconnected Virgin Media equipment
 

and they still haven't collected the equipment.

Re: The Recovery of your disconnected Virgin Media equipment
 

They will only collect the equipment if it is STB and modems that are still being issued at present, any old equipment will not be picked up as it is not possible to reissue it.

Re: The Recovery of your disconnected Virgin Media equipment
 

So why the hell would they phone and say that it would be picked up?

Re: The Recovery of your disconnected Virgin Media equipment
 

What equipment do you have, as they may have realised that the gear you had was no longer being issued

This what it says in the Terms and Conditions.

http://allyours.virginmedia.com/html...ble/terms.html

E Using our equipment 4

If we or you end this agreement, or you decide to disconnect from some of our services, you must return our equipment to us (or let us collect it from you if we choose to do this).

Re: The Recovery of your disconnected Virgin Media equipment
 

Have you even read this thread?
The Equipment i have is all NTL and Virgin where made aware of this fact when i emailed them and asked if they wished to pick it up as i was not able to take to post office.
They then phoned me and said yes they will be sending someone to pick it up.
All of which has previously been stated on this forum.
I was only pointing out the fact that even after sending a letter, asking me to return the equipment, then phoning me to tell me that the equipment would be picked up, they had not done so, and if they had in the meantime decided against picking it up, surely a courtesy letter asking me to dispose of it would be appropriate.

Re: The Recovery of your disconnected Virgin Media equipment
 

Don't hold your breath. They did the same to me - kept promising collections and not showing up. The even asked if I could take the equipment to my new address and they would collect it from there. Fine I said. When do you want to collect it from my new address in the USA.
Eventually sent it to them by DHL, they then still claimed they had not recieved it and it took months, i mean months. 9 months after I moved to the USA I was still dealing with NTL biling and an open account for the boxes even though multiple times I had sent them the DHL tracking and signature details for the shipment.

Re: The Recovery of your disconnected Virgin Media equipment
 

Knock at the door this morning Tuesday 21st Oct, Virgin guy here to pick up the equipment, he only wanted the digi box and remote and gave me a receipt for those, he told me to bin the modem and cables, think i'll put them in the cupboard in case they change their mind.

Re: The Recovery of your disconnected Virgin Media equipment
 

What model is the modem, if it is no longer issued then they do not want it back.

Re: The Recovery of your disconnected Virgin Media equipment
 

Do you ever read these post before you reply?

Re: The Recovery of your disconnected Virgin Media equipment
 

Yes I read what you posted and as I am a Virgin Tech I was interested to find out what modems we are no longer collecting in case I get a call from someone with that model and helps me decide if a replacement should be sent out.

Re: The Recovery of your disconnected Virgin Media equipment
 

Where in your posts did you say what modem it was, I cannot see it anywhere, Could it be i have miss read your posts as well ??

Re: The Recovery of your disconnected Virgin Media equipment
 

Well maybe you should be asking your employer and not relying on information from Cable Forums.

Re: The Recovery of your disconnected Virgin Media equipment
 

We know which modems are past their use by date, I only asked about yours out of curiosity as to why they left it, and you answer with animosity.

Forget about it.

Re: The Recovery of your disconnected Virgin Media equipment
 

I did not say which modem, but i did say that i was told to bin the modem.

Re: The Recovery of your disconnected Virgin Media equipment
 

I was just interested in what model thats all, thanks anyway.

Good luck with your new provider.

Re: The Recovery of your disconnected Virgin Media equipment
 

No animosity intended, and yeah lets just forget about it

Re: The Recovery of your disconnected Virgin Media equipment
 

edit, sorry, didn't see age of post