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Billing and Payments

Do I need to return my equipment when I cancel my services?

Yes, if you’ve cancelled your Virgin Media services you need to return our equipment. All the kit is rented from us, so when you leave, you’ll need to return any TV set top boxes, broadband kit, remote controls and power leads or adapters you may have.

The good news is we’ve made this really easy to do as we’ve teamed up with Collect+, who operate over 5000 outlets across the UK, so you are never far from a drop off point. And the best bit is that it’s free to use.

How does it work?

When you disconnect your services we’ll send you a pre paid postal returns pack. All you need to do is put our equipment in the pack, attach the included label and go to a Collect+ store. They’ll then give you a receipt that allows you to track your package, so you know when we’ve got it back. To find your nearest Collect+ store, please visit www.collectplus.co.uk/virgin.

Want to know a bit more? Here some answers to common questions about how our equipment returns work.

Getting the Returns Pack

I’m moving out of my address, so I won’t get the returns pack.

Not to worry, we can send the returns pack to any UK address. Just let our team know where you are going when you arrange your disconnection, and we’ll take care of the rest.

What happens if I don't get a Returns Pack?

If you’ve not got the returns pack within 10 days of your disconnection, just let us know and we’ll send you a replacement pack.

Sending the equipment back

How do I know you've got the equipment back?

You'll get a receipt from the Collect+ store with a tracking number. You can keep an eye on the progress of your pack at www.collectplus.co.uk/track.

I don’t have a returns label

You can create a replacement label at www.collectplus.co.uk/virgin. If you don’t have a printer, give us a call and we can send out a replacement pack.

Do I need to return everything?

Yes, we need all our equipment returned. If we don’t get items back, then we may charge to replace them. If we decide to do this, we’ll let you know.

I can't get to a Collect+ store, what can I do?

Collect+ have over 5000 outlets nationwide at local convenience stores that are open early to late, so you should be able to find a location near you.

If you have registered as Special Needs and don’t have anyone that can take the equipment to a Collect+ store for you, we can arrange to have one our team collect the kit from you. Please give our team a call on 150 from a Virgin Media phone or mobile or 0345 454 1111* from any other phone and select option 5.

What happens if the equipment is damaged after I've given it to Collect+?

Don’t worry. All our packs are insured with Collect+, so if it get’s damaged in transit, you’re covered.

I had some problems sending my package via my local Collect+ store. Who do I contact?

We’re really sorry if you had any problems sending your pack to us. Please contact Collect+ at www.collectplus.co.uk/contact who will be able to help further.

Charges for non-return of equipment

I've misplaced your equipment, what happens?

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

Why have I been charged to replace your equipment?

All our equipment is rented as part of the services we provide. If we don’t get our equipment back we have to replace it, and make a charge to you to do so as set out in our terms and conditions here.

I've been charged to replace your equipment, but I sent it via Collect+. What do I do?

Not to worry, give our team a call with the tracking number from the Collect+ receipt. Once we’ve confirmed that you sent it back, we’ll cancel the charge.

I’ve found the equipment you’ve charged me to replace. What can I do?

We’ll need to send you a returns pack. Once we get the equipment back we’ll cancel the charge.

If you’ve been charged to replace your equipment or need a returns pack just call our team on 150 from a Virgin Media phone or mobile or 0345 454 1111* from any other phone and select option 5.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts Call costs from other networks and mobiles vary.


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