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.