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What happens if I don't return Virgins equipment?

Found 14th Oct 2014
I cancelled Virgin broadband after one day with them and they've asked me to return their equipment by using their pre paid envelope they said they would send.

10 days and no envelope. I don't want to go through their atrocious customer service to request another.

I want to know if they can take legal action or affect my credit rating for not returning their equipment. If they want it they should come take it.

Edit: Will hold on to the box. They can come collect it if they like.

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http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=39834&CURRENT_CMD=SEARCH&CONFIGURATION=1001&PARTITION_ID=1&USERTYPE=1&LANGUAGE=en&COUNTY=us&VM_CUSTOMER_TYPE=Cable

If you can’t return our equipment when you disconnect, then we’ll charge you to replace the missing equipment. The current replacement costs per item are:
•Remote Control £12
•TiVo £150
•V+ HD £125
•V HD £125
•V Box £125
•TV Smartcard £50
•Super Hub £40

Edited by: "cdm22" 14th Oct 2014

Shoot them an email, at least then you'll have it on record that you've requested the envelope.

Original Poster

cdm22

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=39834&CURRENT_CMD=SEARCH&CONFIGURATION=1001&PARTITION_ID=1&USERTYPE=1&LANGUAGE=en&COUNTY=us&VM_CUSTOMER_TYPE=CableIf you can’t return our equipment when you disconnect, then we’ll charge you to replace the missing equipment. The current replacement costs per item are:•Remote Control £12 •TiVo £150 •V+ HD £125 •V HD £125•V Box £125•TV Smartcard £50 •Super Hub £40



Yeah I read that but I want to know if they have any legal power to request those fees.

Original Poster

spiderbifida

https://www.collectplus.co.uk/returns/new/virgin



Thanks but I'm not printing anything for them. They can send an envelope or come collect it themselves.

You signed the contract by either pen or default.
Of course they have the power to request the fees.
Whether they have the legal right given that you didn't recieve an envelope is a separate matter.

Fagol

Yeah I read that but I want to know if they have any legal power to … Yeah I read that but I want to know if they have any legal power to request those fees.



I am sure they can claim them ....

best to read carefully the T&Cs that you signed up to

if you cancelled after only one day then it seems reasonable to expect VM to want their kit back

or just use the link above for Collect Plus but make sure you use the email address that VM know you by - then you have proff and traceability for the retirned kit

EliTom

Original Poster

willhay555

You signed the contract by either pen or default.Of course they have the … You signed the contract by either pen or default.Of course they have the power to request the fees.Whether they have the legal right given that you didn't recieve an envelope is a separate matter.



I didn't sign anything and they failed to install their services. I want to know if any legal action can be taken against me. Nothing more nothing less.

Some people really do go out of their way to make life difficult for themselves don't they?

Original Poster

cdm22

Some people really do go out of their way to make life difficult for … Some people really do go out of their way to make life difficult for themselves don't they?



It's a simple question. If you don't know the answer then that's fine.

I have a few VM boxes in the shed that they were supposedly going to send a box for. Still waiting but it has only been three years :s

So why do you not want to print something to send the items back?

You seem to be (potentially) causing yourself some problems.

Banned

They came around to my house!

Fagol

I didn't sign anything and they failed to install their services. I want … I didn't sign anything and they failed to install their services. I want to know if any legal action can be taken against me. Nothing more nothing less.

so you never signed a contract?

Is your other thread complaining about virgin bb lag complete bs then as they never even installed anything?

Original Poster

damo1972

They came around to my house!



I wish they offered me that.
teh arn

So why do you not want to print something to send the items back?You seem … So why do you not want to print something to send the items back?You seem to be (potentially) causing yourself some problems.



Not my equipment. They came and left their equipment and now want me to print and go to a collect plus point. Why don't they just come take it. I just want to know what will happen if I leave the box in terms of legal action.

Original Poster

chocci

so you never signed a contract?Is your other thread complaining about … so you never signed a contract?Is your other thread complaining about virgin bb lag complete bs then as they never even installed anything?



Never signed anything. They came and installed BB and couldn't install the phone line. I went back to Sky.

damo1972

They came around to my house!

teh arn

So why do you not want to print something to send the items back?You … So why do you not want to print something to send the items back?You seem to be (potentially) causing yourself some problems.



It just seems like you're making it as hard as you can.
If you go send it back you're at least going to have proof that it was sent.

Original Poster

teh arn

It just seems like you're making it as hard as you can.If you go send it … It just seems like you're making it as hard as you can.If you go send it back you're at least going to have proof that it was sent.



I don't mind at all. The question is if they can take legal action. A question that no one here can answer it seems.

Fagol

I don't mind at all. The question is if they can take legal action. A … I don't mind at all. The question is if they can take legal action. A question that no one here can answer it seems.

your question was answered in post one. Of course they have the legal right to enforce payment if you CBA to print a form and pop it in to a local store with the box

Fagol

I don't mind at all. The question is if they can take legal action. A … I don't mind at all. The question is if they can take legal action. A question that no one here can answer it seems.



Probably because the vast majority of people just return the items when asked.
I'd just return it, seems like the hassle free option.

Would be better than getting a bill later down the line

Original Poster

chocci

your question was answered in post one. Of course they have the legal … your question was answered in post one. Of course they have the legal right to enforce payment if you CBA to print a form and pop it in to a local store with the box



It wasn't answered and if you don't know the answer then you don't have to comment. I'm not looking for assumptions or attitude I just want to know the answer. I'm posting in the right place no? My actions may have somehow angered you but my question still remains.

Dead straight forward, fail to return as per agreement and they will add fees, you could argue envelope lost in post but it would be considered a reasonable step for you to at least let them know the envelope has not arrived.
If this drags on and the fees get added they could sue, this could have a knock on effect re credit history and further credit as most of these agreements like mobile phones are viewed as credit.
You don't get to be as wealthy as Richard Branson by giving stuff away!

Original Poster

darbs

Dead straight forward, fail to return as per agreement and they will add … Dead straight forward, fail to return as per agreement and they will add fees, you could argue envelope lost in post but it would be considered a reasonable step for you to at least let them know the envelope has not arrived. If this drags on and the fees get added they could sue, this could have a knock on effect re credit history and further credit as most of these agreements like mobile phones are viewed as credit. You don't get to be as wealthy as Richard Branson by giving stuff away!



Thanks. Do you know what sort of legal power they have? A company I worked had no legal power other than sending threatening letters for fees under £100.

Fagol

Thanks. Do you know what sort of legal power they have? A company I … Thanks. Do you know what sort of legal power they have? A company I worked had no legal power other than sending threatening letters for fees under £100.



The 'legal power' they have is limited to the terms contained within your contract.

Original Poster

Argoj

The 'legal power' they have is limited to the terms contained within your … The 'legal power' they have is limited to the terms contained within your contract.



They sent a contract that I did not sign so does the terms apply to me?

they can take you to small claims court for recovery and if they win, you would have a ccj against you

ask them again,

unless you can show that you did your part in requesting envelope or attempt to send it back through other request like free collect they will be able to sue you successfully.

send their stuff back to them.

I'm sure replying to all of us here is taking more effort compared to calling them again.

you can also return to VIRGIN MEDIA store if you have one near by. they will give receipt.

Banned

Fagol

They sent a contract that I did not sign so does the terms apply to me?



and having received 'legal advice' from the HUKD 'legal team' you will be none the wiser.

Do the right thing and return the equipment and lose the attitude.

Original Poster

toshapetriji

and having received 'legal advice' from the HUKD 'legal team' you will … and having received 'legal advice' from the HUKD 'legal team' you will be none the wiser.Do the right thing and return the equipment and lose the attitude.



I asked a simple question and some of you took it as some sort of personal attack it seems. I should have just kept the context to myself. If you don't know the answer then there's no need to comment or pass judgement. You can imagine this "attitude" from a text post all you like.

Fagol

I asked a simple question and some of you took it as some sort of … I asked a simple question and some of you took it as some sort of personal attack it seems. I should have just kept the context to myself. If you don't know the answer then there's no need to comment or pass judgement. You can imagine this "attitude" from a text post all you like.

you seem to be the one with an attitude problem

Your question was answered in post one yet you chose to ignore that

Your contract was formed online when you placed your installation

The paper contract is for information only and didn't need signing

Original Poster

chocci

you seem to be the one with an attitude problemYour question was answered … you seem to be the one with an attitude problemYour question was answered in post one yet you chose to ignore thatYour contract was formed online when you placed your installationThe paper contract is for information only and didn't need signing



You seem to have trouble understanding my question and I really don't understand why you're still lurking. I wanted to know what legal action they can take. I wanted specifics like darbs mentions not what virgin have said on their site and I have read. I've made my mind up though and won't be returning anything.

Seems like the OP already had made up their mind from the very beginning. I'm sure if the OP really was worried that they would end up taking legal action they would of phoned them or emailed them requesting they either send another package envelope or collect it from his address. Everyone really loves to have something for nothing!
Sure messaging on here has been more inconvenient than actually doing what all of the other posts on this thread has said and simply return what is not rightfully yours!

Worked for a BB company before. If you don't return it then we they will charge you the fee which will be payable. If you don't pay it then they will just go through collections. If you haven't received a returns kit then just phone them and they will send you one out free of charge.

For the sake of simply putting a piece of plastic in an envelop and popping to the post office to post it FREE of charge, you risk being charged £40 for a superhub that you didn't use and is not rightfully yours, so Virgin has the right to charge you for this.

Think of it like this. Virgins POV is they sent you equipment, that THEY have PAID for. They sent you it either free or discounted. Now you have decided you no longer want the equipment it's fair for them to CHARGE you and they are in their right to charge you if you don't return it. If they have not sent you out an envelope yet then simply just call them and get another one sent. Otherwise you risk getting the fee added to your account. Then you will moan like a baby boy or girl going 'oof oof oof I ain't paying that, virgin are this, virgin are that, take me to court I don't care,... do this do that virgin media etc' We got calls like this frequently ... saying why have you added equipment charges etc. They stand. Sometimes they are wipe but 8 out of 10 times they stand. It's equipment lost from the company that has spent time and effort producing it.

End day it's virgin media's equipment. If you don't return it they have a right to charge you for it. If you don't pay that bill then it's just like any other bill from any other company. It's an outstanding balance and will just go through the collections process.

Remember. the enevolope they send is free. Not worth the hassle.
Edited by: "krazyasif786" 14th Oct 2014

Original Poster

just1990

Seems like the OP already had made up their mind from the very beginning. … Seems like the OP already had made up their mind from the very beginning. I'm sure if the OP really was worried that they would end up taking legal action they would of phoned them or emailed them requesting they either send another package envelope or collect it from his address. Everyone really loves to have something for nothing! Sure messaging on here has been more inconvenient than actually doing what all of the other posts on this thread has said and simply return what is not rightfully yours!



I'm not going through the hassle of phoning them and being transferred from one department to another just to request a envelope. They have no email address as far as I'm aware. I'm not wasting my ink or anymore time on them. I wanted to know the legal repercussions but instead of answering that most of you are hell bent on me contacting them and returning it. Assume all you like in the end you're just being a nuisance in a thread asking a question.

Original Poster

krazyasif786

Worked for a BB company before. If you don't return it then we they will … Worked for a BB company before. If you don't return it then we they will charge you the fee which will be payable. If you don't pay it then they will just go through collections. If you haven't received a returns kit then just phone them and they will send you one out free of charge. For the sake of simply putting a piece of plastic in an envelop and popping to the post office to post it FREE of charge, you risk being charged £40 for a superhub that you didn't use and is not rightfully yours, so Virgin has the right to charge you for this.Think of it like this. Virgins POV is they sent you equipment, that THEY have PAID for. They sent you it either free or discounted. Now you have decided you no longer want the equipment it's fair for them to CHARGE you and they are in their right to charge you if you don't return it. If they have not sent you out an envelope yet then simply just call them and get another one sent. Otherwise you risk getting the fee added to your account. Then you will moan like a baby boy or girl going 'oof oof oof I ain't paying that, virgin are this, virgin are that, take me to court I don't care,... do this do that virgin media etc' We got calls like this frequently ... saying why have you added equipment charges etc. They stand. Sometimes they are wipe but 8 out of 10 times they stand. It's equipment lost from the company that has spent time and effort producing it. End day it's virgin media's equipment. If you don't return it they have a right to charge you for it. If you don't pay that bill then it's just like any other bill from any other company. It's an outstanding balance and will just go through the collections process. Remember. the enevolope they send is free. Not worth the hassle.



Thanks for the civilised response.

Do you know of any cases where it went to debt collectors?

Fagol

Thanks for the civilised response. Do you know of any cases where it went … Thanks for the civilised response. Do you know of any cases where it went to debt collectors?




If Virgin want the equipment so badly they will contact you again when they realise it has not been received from the first envelope they sent (whether it made it to you or not). They will have to make reasonable effort to contact you before passing on the debt. However if they do, you will be liable for the charges. But this just leaves me wondering... Why are you so interested? Is it your intention to return the equipment at all?

Looking at the thread purely objectively it reads as though you are trying to get away with keeping the kit & want reassurance that Virgin will not persue you for it.

Honestly, I think the minimum you should do to cover yourself is drop them an email via the link below, then click make a complaint where you can use web chat or email to get in touch with them.

https://help.virginmedia.com/system/selfservice.controller?CONFIGURATION=1001&PARTITION_ID=1&TIMEZONE_OFFSET=&USERTYPE=1&VM_CUSTOMER_TYPE=Cable&CMD=ESCALATION_REQUEST#unified-header

You can say, with honesty, you've done all you can to try to return the kit.

If they don't get back to you, it's their call
Edited by: "spiderbifida" 14th Oct 2014

Original Poster

spiderbifida

If Virgin want the equipment so badly they will contact you again when … If Virgin want the equipment so badly they will contact you again when they realise it has not been received from the first envelope they sent (whether it made it to you or not). They will have to make reasonable effort to contact you before passing on the debt. However if they do, you will be liable for the charges. But this just leaves me wondering... Why are you so interested? Is it your intention to return the equipment at all?Looking at the thread purely objectively it reads as though you are trying to get away with keeping the kit & want reassurance that Virgin will not persue you for it.Honestly, I think the minimum you should do to cover yourself is drop them an email via the link below, then click make a complaint where you can use web chat or email to get in touch with them.https://help.virginmedia.com/system/selfservice.controller?CONFIGURATION=1001&PARTITION_ID=1&TIMEZONE_OFFSET=&USERTYPE=1&VM_CUSTOMER_TYPE=Cable&CMD=ESCALATION_REQUEST#unified-headerYou can say, with honesty, you've done all you can to try to return the kit.If they don't get back to you, it's their call



Many thanks. I have no intention to keep the box it's just Virgin have screwed me over quite badly and I don't want to waste my time or money on them. I initially accepted to return their box when they asked but now their prepaid envelope hasn't come I don't want to go through hoops for them. I wanted to know what would happen if I ignored them. Hopefully that put things in perspective. I'll take your advice and drop them an email.

Well what first sprung to mind was why you didnt hand it to the installer when they couldnt install the phone line?

Im guessing you have cancelled your direct debit? Until you account is finalised you should be able to login to your account using your account number and area code and send them a secure message. Just ask can someone please collect the box as for personal reasons you can't get to send it back.

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