Cancellation and equipment return

[Chrysalis]

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.

[SnoopZ]

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

[Chrysalis]

Thank you.

[Chrysalis]

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.

As well as sending you our returns packaging, we also have a doorstep collection team out and about in some areas. They can help make your returns even easier. We're working with Contact Engine to arrange a collection from your home, so please keep an eye out for a text, email or call from them. This way you won't even have to leave your house to return our kit.

I will wait for the return packaging to arrive first.

[Rillington]

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.

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

[Chrysalis]

Originally Posted by Paul

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

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

[Chrysalis]

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

[Chrysalis]

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.

[SnoopZ]

Originally Posted by Chrysalis

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.

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

[Chrysalis]

Originally Posted by SnoopZ

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

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.

Originally Posted by SnoopZ

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

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.

[RichardCoulter]

Originally Posted by Chrysalis

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.

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.