Virgin attempting to charge me for a router that I do not have!

PJD

Due to their disgusting customer service I gave my cancellation in to them this morning, and they are telling me that I have two routers, when I only have one.  I am very careful about the equipment I have and ensure that I always return it as I am aware that they charge otherwise.  I have searched my property for it nevertheless and I definitely do not have two of their routers.  Because their computer says that I have, they are going to charge me £40.  I have raised a complaint, however so far it has fallen on death ears.  What can I do?  I find this grossly unfair.

seren22

If you return the equipment they refund £40...thats what I had recently...If I hadn't I was going to be billed for £40..

In your case,  if you have the old router which has been replaced with new ones but still haven't received the old one from you, thats what they might be charging to you.

seren22

When my old viegin router replaced with new ones, I had technician and he took the router with him..but I havent receive any £40 credit..

He just put new one...And I did get refund for that later when I cancelled my broadband with them..

Billxx

Post a message on the VM community forum.  Most of the moderators on the forum are very helpful and can assist with this kind of query .https://community.virginmedia.com/

PJD

I explained to them that I do not have the router that they claimed that I have, and they told me that their system doesn't allow them to change the fact ("computer-says-no" how common is that these days, and yes, I did remind them of the post-office scandal), so I would have to raise a dispute.  A dispute and a few phone calls later, and they have now altered their system to reflect the equipment I do have.  Which is strange after telling me that they computer don't allow them to do just that.  I asked them to email me confirmation and they told me that they do not have the ability nor the technology to do that!!!  But I can be rest-assured because they've verbally told me!  Just baffling dealing with companies these days, - absolutely baffling that their staff do not/are not trusted to send a simple email.  Everything can't be done until, after a lot of time wasted and complaints, it can be done.