Cancellation and equipment return
 

What is supposed to happen here, it seems if I understand right I only have 30 days to return equipment after cancellation, but so far I have received nothing to help me return it.

I did keep the original box it arrived in, but thats quite a big box, and I am not sure if I am supposed to use specific packaging, or someone comes to collect, do they pay for return, which equipment do I need to return, do they care about cables? None of it explained and I dont want have to navigate their support channels which are a pain. :(

Re: Cancellation and equipment return
 

This will sort you out.

Which equipment needs to be returned
https://www.virginmedia.com/help/ret...7-5a138a408750

Request return form
https://www.virginmedia.com/help/vir...t-returns-pack

Re: Cancellation and equipment return
 

Thank you.

Re: Cancellation and equipment return
 

They sent me an email now, I guess they was waiting for the termination date.

It is hard for me to get to a yodel store spot, though, they used to pick this stuff up from door so I dont know if its possible to get them to do a pickup either by courier or engineer, otherwise will have to ask a family member.

Just noticed says this, it say this on top of the yodel store spots, so is a bit confusing.

I will wait for the return packaging to arrive first.

Re: Cancellation and equipment return
 

When I left VM I returned it to an O2 shop. They gave me a receipt as proof that I had returned it.

That said, this was for a Tivo box and I didn't have to return it but I didn't want it to end up in the bin and they were happy to take it off my hands.

Re: Cancellation and equipment return
 

The last time I had to return anything (2/3 years ago) a VM agent collected it from my house.

Re: Cancellation and equipment return
 

This is what I want, but it seems they want me to take it to a yodel store.

Re: Cancellation and equipment return
 

Arranged it now, I rang the retentions number they sent me and someone answered immediately no call queue, and has sorted it out.

Re: Cancellation and equipment return
 

Looks like it wasnt done or not done properly, now I am getting threats to pay £110 if I dont go to a collections point, really unreasonable, as companies if they want something back will arrange pick up at door.

Tried to ring twice and got cut off by the operator.

Re: Cancellation and equipment return
 

Do you not drive? What's your nearest collection point as I live in the sticks and there are collection points at local shops in villages all around me

Re: Cancellation and equipment return
 

No, its bad assumptions to make someone can get to these spots.

Luckily its resolved now, After 4 phone calls, a tech was booked to pick it up last Saturday, and the didnt turn up.

I had already at that point had a open DM on the VM forum with a rep, so I proceeded with their security questions which took a few days in it self, but then finally they reported they booked another pickup the next day, which was Thursday, and its now been picked up and I have SMS and email receipt of the equipment returned so finally dealt with.

But was far too much hassle required, they should be picking up by default (yodel can do door pickups, looks like VM saving pennies) or supply a online form to book it. Needing customer services to process it is way over board.

Re: Cancellation and equipment return
 

Having lived in the sticks myself for many years, I can say it’s not always that simple, depending on which brand of collection point your service provider uses. We would sometimes be face with a 30 mile round trip to return items.

Re: Cancellation and equipment return
 

It is possible to get an engineer to pick it up (make sure you get a receipt as there are a lot who complain because they're accused of not returning equipmentand are charged for it. They will try to say otherwise as they want you to do their donkeywork for them.

Re: Cancellation and equipment return
 

I've recently returned all my VM equipment after cancelling, the box turned up as expected but they left outside my front door, luckily I was home and it wasn't raining!

I dropped off the equipment at my nearest drop off point 5 miles away and got an email receipt as proof, so I've been tracking it's movements. So it was dropped off on the 8th and collected on the 9th and then received and then dispatched at the Yodel depot on 9th. Since then zero tracking information so I can only assume it has been received at the other end. This is exactly what happened when I previously returned equipment so I'm not really worried I've not had confirmation from VM of equipment return with all that tracking proof.

So I'm now rid of VM and saving £1200 a year and their services have now been replaced with Zen FTTP, Alternative IPTV services costing £2.50 a month, I've also cancelled my TV Licence and phone line.

And 2 days after I cancelled VM I had a visit while I wasn't there to upsell me VM services! Lol

Re: Cancellation and equipment return
 

I'm pleased it's finally been delivered to VM although no confirmation from VM yet. I had also had a text and email from them earlier today saying they will bill me £155 if the equipment isn't returned by 23rd April so I'm pleased I've got tracking now. I returned a V6 TV box and Hub5.

Re: Cancellation and equipment return
 

first thing I did was cancel my DD with VM in case they tried to throw charges at me. I told them I am disabled and will send it back when I can. They put me on some register. (likely this guy is a dick register) and said send it when you can I never did

Re: Cancellation and equipment return
 

I just cancelled mine too seeing my last VM bill was £0.00 but I think they can still use BACs to bill me just like the TV licence got refunded without a DD in place.

I wonder if VM will give me confirmation the kit or even the correct kit was returned.

Re: Cancellation and equipment return
 

It's probably already on its way out to a new mug customer ;)

Re: Cancellation and equipment return
 

To be fair VM was my only option for high speed internet until late last year so it's served me well but now I have access to FTTP I can swap between providers yearly to easily keep my bills down if I wish. I've currently gone with Zen which is £15 more expensive than Sky each month but I never wanted to signup with a company like Sky.

Re: Cancellation and equipment return
 

We had Sky about 25 years ago, dumped it at the first opportunity.

I highly doubt it has anything to grab my interest 20 odd years later

Re: Cancellation and equipment return
 

I do not think anyone can BACs from you without permission they would have to bill you. They can BACs to you but not from you that would be theft

Re: Cancellation and equipment return
 

They sent me a text thanking me for returning their kit, it went on to say, it's just landed back at their warehouse. And any charges that had been applied to my account will now be removed.

Re: Cancellation and equipment return
 

No text yet, I'm not too worried as I have tracking proof and they have until 23rd. However ill be pissed off if I don't get a text and even more so if they try and bill me.

Re: Cancellation and equipment return
 

They had a charge of £65 on my account which they removed after they got the kit back. I think they gave me a return by date.

Re: Cancellation and equipment return
 

No charges on my account before I'd even sent the items back luckily but the email says I will be charged if the kit isn't received by the 23rd, £65 for the Hub 5 and £90 for the V6 TV box.

Re: Cancellation and equipment return
 

I only had the hub 5 to send back, and I did get a cheque for £38 what they owed me after cancelling the account.

Glad to see the back of'em.

Re: Cancellation and equipment return
 

There can be quite a lag between the Yodel return hitting the VM "system" and the warehouse getting the return then generating the thanks for returning the kit blurb.

Re: Cancellation and equipment return
 

You were not wrong, from the notification from Yodel that the kit was delivered I had to wait a month before VM confirmed it was returned and in that time they billed me £155. The bill needed to be paid by the 20th May so I was pretty pissed off at the delay, luckily after their received notification I logged into My Virginmedia and they reported the bill as paid.

Now officially divorced from VM, I shall never return.

Re: Cancellation and equipment return
 

Last time I tried I couldn't login to my account, I could only get the progress timeline bar of the different stages. Only a few days now from official account closure. It's been a long process, 4 months since I rang to cancel. Like you I'll never be going back.

Re: Cancellation and equipment return
 

I’m certainly not questioning your statement, but how did it take four months? Contractually, once you are out of the minimum term, you only need to give 30 days notice.

Did they mess you about, fail to process your initial request to leave, make promises that never materialised? If so, there are processes where you can recoup money from them.

Re: Cancellation and equipment return
 

4 months is along time I think I put my leaving request in March sometime.

If I log into my Virginmedia it says I've left and all I have is an webage image saying the £155 is paid 'so nothing to pay this month' but there is no account info on it and an email saying the kits returned.

So that should be the end of this nightmare so they better not try anything on May 20th when the £155 bill was meant to be paid, but I still don't trust them.

Re: Cancellation and equipment return
 

Why not just cancel your DD ?

Re: Cancellation and equipment return
 

I've done that, but the last thing anyone wants is for it to go to collections because I don't deal with stress well and having to fix something like this is very stressful to me.

If it hadn't said PAID on the site I would have paid it and then waited for a refund as per their email and if that didn't work gone to the CEOs office, anything but a phone call.

But it should be OK now it's just I've lost all trust in VM.

Re: Cancellation and equipment return
 

Worse thing you can do; although a great deal of VM’s systems are riddled with incompetence from end to end, their billing and collections are top-notch.

When you fail to pay, even if you don’t owe them the money, their knee-jerk reaction is to put late payment markers against you, adversely effect your credit rating and finally sell the debt to a collections agency who will ‘send the boys round for a chat’!

On the (now defunct) VM forums, there were a number of posts by people who had been declined mortgages - because of VM shenanigans.

It’s far better to grit your teeth and pay them, then escalate to the regulator (CISAS now), and request that they order VM to cancel your contract as per the original date, refund all excess payments with interest, plus a sum - say £100 - for inconvenience.

Back in the 80s I didnt really think about them wanting thier stuff back and I dropped my SA box and a part came loose.. I sent it to a friend of mine who worked for a cable company in NJ and he said they were getting crappy output on it,etc... He didnt ever return it to me!!

I just told the cable company they took the box 1 day when they were here... I was worried they might get mad...


I wouldnt do that now,I know all companies want thier stuff back... (Even if they dont use it again)