Virgin Media Return of Equipment

jfk_2

I just moved house, and before we moved, I called Virgin Media to cancel the service - I would have stayed with them had they been able to provide even Internet in the new flat.

I was told I had to take all their set top boxes with us as they would send packaging to our new address, not the old - even though I protested that we had more than enough stuff to move as it was. I did think briefly that I should tell them I was invoicing them for storage, but was far too busy at the time.

Today, one week and a day after the move, I have a neighbour call up and say that someone has delivered a package directly (this is after 6pm Sat) - but 'delivered' it right into the recycling bin outside the flats!

I head down, and retrieve the large box from the recycling garbage bin. I carry it back upstairs, It's light, and upon opening, there is nothing in it apart from one page of A4 Letterhead from Virgin Media, with reference 3/4 of 4 on it - I guess which implies there are 3 more somewhere. It says that I should use this to return 'their' property or I shall incur fees of £150 per box.

Now I am seriously cross. Is this an unofficial policy or just a rogue delivery driver? Whichever, I am liable to get hit me with a £ penalty for failing to return equipment which I AM STORING on their behalf.

I also got an email from them with my 'final bill'. I log in to my account to try to clear it, only to find that since my account is now disconnected I cannot pay bills online any more. Call me an old cynic, but this seems to be aimed at causing confusion so that ex-customers make costly mistakes.

I've emailed them a complaint, telling them I intend invoicing them for the cost of storing their equipment until they make proper arrangements for collecting it.

Anyone else had similar experience?

custardy

So whats the big drama?
Your account is closed and due payment. So you pay it by one of the multiple options available to you.
If 'storing' the cable box is such an issue,why haven't you returned it at your cost?
Its a cable box,not a 3 seater couch. is it really such a hardship having it sitting?

talktalktobt

The box is there property and you MUST return it when requested. This was detailed in the agreement you had taken out with them. It is your responsibility to return the equipment - it is all quite clear IMO.

jfk_2

custardy wrote: »

So whats the big drama?
Your account is closed and due payment. So you pay it by one of the multiple options available to you.
If 'storing' the cable box is such an issue,why haven't you returned it at your cost?
Its a cable box,not a 3 seater couch. is it really such a hardship having it sitting?

The drama is because they delivered the packaging they promised direct to my recycling bin.

I have 3 STBs, 3 remotes and a superhub. I don't have room for them. They are not my property - as I have been reminded.

I don't object to paying what I owe, in fact I have done so. I didn't appreciate the fact that VM made it that little bit more difficult though.

Tigsteroonie

Once you've got the boxes and you've boxed the items .. what are you meant to do? I'm curious ...

Do they expect you to trek to a Post Office, or is it a telephone number to call for a Courier and, if so, are you meant to stay in all day waiting?

visidigi

Chuck it in the box, ensure there is paper scrunched up to protect it.

Go here.... http://www.collectplus.co.uk/virgin

Drop box off and worry about more important things than attempting to charge frivolous storage charges...

and no I don't work for Virgin Media...it took me a 30 second Google search.

Tigsteroonie

Ta. As I said, I was curious!

custardy

jfk wrote: »

The drama is because they delivered the packaging they promised direct to my recycling bin.

I have 3 STBs, 3 remotes and a superhub. I don't have room for them. They are not my property - as I have been reminded.

I don't object to paying what I owe, in fact I have done so. I didn't appreciate the fact that VM made it that little bit more difficult though.

lol as a VM user. 3 boxes and a hub dont take up loads of room.
So your issue is where the carrier delivered the box. the free box
The free box VM supply and would resupply if needed.

[Deleted User]

Storm in a teacup..

Pincher

They don't actually send you a cardboard box.
They send you a CollectPlus label on a plastic sleeve, which is clearly too small for the original cardboard box.


According to the instruction, you put everything in this flimsy bag and take it to the nearest CollectPlus location.


I always keep the original cardboard box with all documentations and cables. I cut up the sleeve, tape it round the box so it looks like a parcel.


They are quite willing to send more collection sleeves.
The delay is bizarrely long, though. Three weeks after the service was terminated, which itself follows the one month notice period, I rang up to ask about the label. The Indian call centre woman was delighted to send another collection label. Obviously all she does is click a button or send an e-mail. I got the first one about a week later, followed by the second one about two weeks later.


Presumably the label should contain a returns reference number, but I always put in a letter to make sure they know which account the item is for.


The whole thing is obviously run with zero care and attention, and mistakes, breakages, etc. are inevitable. It is possible that they do things better in Germany. Before we leave the EU, you should migrate as soon as possible. Just remember, we won the war by being cunning lying deceptive rats who ran circles round Hitler and fooled him into thinking the Normandy Invasion was somewhere else. Recyling Bin, it's like Normandy again, who would have thought it would come through there.

custardy

Pincher wrote: »

They don't actually send you a cardboard box.
They send you a CollectPlus label on a plastic sleeve, which is clearly too small for the original cardboard box.


According to the instruction, you put everything in this flimsy bag and take it to the nearest CollectPlus location.


I always keep the original cardboard box with all documentations and cables. I cut up the sleeve, tape it round the box so it looks like a parcel.


They are quite willing to send more collection sleeves.
The delay is bizarrely long, though. Three weeks after the service was terminated, which itself follows the one month notice period, I rang up to ask about the label. The Indian call centre woman was delighted to send another collection label. Obviously all she does is click a button or send an e-mail. I got the first one about a week later, followed by the second one about two weeks later.


Presumably the label should contain a returns reference number, but I always put in a letter to make sure they know which account the item is for.


The whole thing is obviously run with zero care and attention, and mistakes, breakages, etc. are inevitable. It is possible that they do things better in Germany. Before we leave the EU, you should migrate as soon as possible. Just remember, we won the war by being cunning lying deceptive rats who ran circles round Hitler and fooled him into thinking the Normandy Invasion was somewhere else. Recyling Bin, it's like Normandy again, who would have thought it would come through there.

They do send boxes.
large ones in blue plastic.
I guess it depends what is being returned