Last Updated on August 23, 2022 by Ron D. Morgan
Virgin Media is a Telecom Company that offers TV, Phone, and Internet services to subscribers. Most of the Virgin Media services come as a bundle. For instance, when you subscribe to their TV package, you get access to their broadband package.
Virgin Media sends out some equipment to you when you subscribe to any of their services. The equipment they send to you includes a TV box, broadband device, and accessories. The devices are shipped on lease to you. This means that you are to return the equipment when your contract is up,
In this post, you will understand how the Virgin Media equipment returns process works. Also, you will learn a step-to-step guide on how to return any Virgin Media equipment in your possession.
How Does The Virgin Media Equipment Return Work?
As we mentioned earlier, Virgin Media ships some equipment to you when you subscribe to any of their services. What most people don’t know is that the equipment is sent on lease.
What it means is that, when your contract is up, you are required to return the equipment to Virgin Media.
Failure to return your Virgin Media equipment is a breach of contract and it comes with penalties. That is why it is advisable to return the equipment within the time frame provided for equipment returns.
When To Return Virgin Media Equipment
a. When Downgrading/ Upgrading Service
When you downgrade or upgrade from your current subscription, you are required to return your current equipment. This is because the current equipment you have may not have the features required to work with your new plan.
b.When There Is a Damage or Defect
If you just ordered new Virgin Media equipment and you notice a defect in your equipment, you need to return the equipment. Virgin Media will repair the equipment and send it back to you. You also have the option of requesting a refund instead.
c. When You Cancel Your Subscription
If you plan to switch to another network, you have to cancel your Virgin Media subscription and return your equipment. You have 30 days from the day you cancel your Virgin Media to return your equipment.
How To Return Virgin Media Equipment
a. Request For Returns Kit
If you plan to return any Virgin Media kit, the first step is to request a return kit. Virgin Media will send you a return kit containing a shipping box and a return letter. The box has compartments to package the device accessories.
There are two methods to request the return kit. The first method is to visit the Virgin Media Site. Enter your details including your Account number, Name, Email Address, Mobile Number, and Delivery Address.
The second method is to send an email to Virgin Media requesting a return kit. Send the email to equipmentreturns@virginmedia.co.uk. In your email, include your address, account number, area code, and other essential details.
Virgin Media will ship out a returns kit to your address within 7 to 10 days after your application.
Remember to enter details of the equipment you are sending back because that will determine the type of return kit Virgin Media will send to you.
b. Package Equipment For Returns
When you receive the return kit, remove the return letter and keep it aside. Disconnect the device, cables, connectors, and cables. Also, gather the accessories and make sure everything is complete.
Carefully pack the device in the bubble wrap and place it inside the shipping box. Wrap the accessories and place them in the accessories compartments.
Close the box and secure the box with the clips that come with the return kit.
c. Place Returns Label
Your equipment return kit comes with a return letter. Inside the return letter is the returns label. Carefully remove the return label and stick it over the original return address on the box. Your box is ready for shipping at this point.
d. Drop Off Equipment
You use the Collect+ service to ship out your equipment back to Virgin Media. Simply visit the Collect+ Site. Type in your Postcode in the Find A Store search box.
Find the Collect+ store close to you and drop your return kit at the location.
How To Swap Virgin Media Equipment
When you upgrade or downgrade your Virgin Media subscription, you are required to swap your old equipment for a new kit.
If you opt for Virgin Media to handle the installation process, the engineer coming to install your new equipment will collect the old equipment.
But if you opt for the QuickStart, which is the self-installation option, you have to ship back your old equipment. Follow the steps below to swap your Virgin Media Equipment.
. Contact Virgin Media and apply for the QuickStart kit. Enter your details in the application form.
. Virgin Media will ship out new equipment in days.
. Remove the new equipment in the Quick Start kit. Use the same kit to package your old equipment for return. Remember to include all the accessories including cables and remote control. Seal the box with the clips included in the pack.
. Remove the return label included in the kit. Place the return label over the original address on the shipping box.
. You use the Collect+ service to ship out your equipment back to Virgin Media. Simply visit the Collect+ Site. Type in your Postcode in the Find A Store search box.
Find the Collect+ store close to you and drop your return kit at the location.
What Equipment Do You Need To Return To Virgin Media?
Remote Control
Set Top Box
Broadband Hub
Booster
Mini Boxes
Power Cables
HD Box
How Long Do You Have To Return Virgin Media Equipment?
The time frame you have to return your Virgin Media equipment depends on your intent for returning the equipment.
If you are returning new equipment with defects, you have 14 days to return the equipment kit and apply for a refund.
If you are canceling your subscription, you have 80 days to return your equipment kit. Virgin Media will refund any remaining you have in your account after your cancellation.
What Happens If You Don’t Return Your Virgin Media Equipment?
Failure to return your Virgin Media equipment kit 80 days after you cancel your subscription will be a breach of contract. What happens is that Virgin Media will penalize you.
The penalty is that the average cost of the equipment you failed to return will be charged to your amount. That is an additional cost you can avoid by returning the equipment within the given timeframe.
Frequently Asked Questions
Virgin Media Say I Have Not Returned Equipment?
When you ship your Virgin Media equipment kit via Collect Plus, you are issued a receipt. The receipt should serve as evidence as to when you shipped your equipment.
If Virgin Media says you have returned the equipment which you’ve returned, simply send their customer support an email.
In the email, attach a copy of your return receipt collected from Collect Plus, in addition to your account details. This should be enough evidence to prove that you’ve returned your equipment.
Virgin Media Charge Despite Returning Equipment
The reason could be that they’ve not received your equipment or that your cancellation has not been reflected on their account.
One way to resolve this is to send their customer support an email. In the email, attach a copy of your return receipt collected from Collect Plus, in addition to your account details.
This should be enough evidence to prove that you’ve returned your equipment.
Software Engineer by day: Writer by night. I’m Luis Gow, a digital nomad in the real sense of it. I write about Network experience in the UK/ Canada/Australia.
My aim is to help you set up your device and handle troubleshooting issues with no external help. I will update my profile as I continue to discover myself from my experience living in different locations.