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The Recovery of your disconnected Virgin Media equipment
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Old 18-09-2008, 14:34   #1
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The Recovery of your disconnected Virgin Media equipment

I cancelled all my services with Virgin media in June, TV/Broadband/Phone and was told by cacellation department that i should dispose of all equipment in an environmentally safe manner as they did not want it back, this morning i received the letter below from a company called QNET Group Ltd.

Dear *******

Please find enclosed freepost packaging for the return of your Virgin Media Digital Equipment, scart leads, power supply and remote control.
Please place the equipment in the bag(s) provided and take them to your nearest Post Office, handing it in over the counter.

For your security please ensure that you obtain a receipt when handing the bags over, also please keep this for your records.

Could you please write on the slip provided the receipt number and that put into the bag when you are returning it at the Post Office.

Alternatively you can call or email us with your postal receipt number and we will add this to your account

. Telephone: 0871 700 4788 selecting option 1
. Email: qnetsupportservices@qnetcontracting.com (please quote your Virgin Media account number so that we can add it to the correct account)

Please ensure when returning the equipment you have enclosed your Virgin Media account number so the equipment can be processed to the correct account.

If yor equipment has already been collected or installed at your new address could you please phone the number above or email us so that it doesn't escalate to the debt recovery team, as each digital converter is worth£250. The debt recovery team will deploy different measures in order to recover the equipment

Kind Regards
QNET Group Limited

has anyone else had this letter months after leaving Virgin? and if so did you still have the equipment?
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Old 18-09-2008, 14:38   #2
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Re: The Recovery of your disconnected Virgin Media equipment

A verbal command from CS/retentions/billing is hard to hold up as a legal instruction, the fact that the equipement is VM's and that they now want it back within a reasonable amount of time is reasonable.. I know that they rarely have asked for it in the past but as the written contract states it is their equipment.
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Old 18-09-2008, 15:12   #3
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Re: The Recovery of your disconnected Virgin Media equipment

Quote:
Originally Posted by Kymmy View Post
A verbal command from CS/retentions/billing is hard to hold up as a legal instruction, the fact that the equipement is VM's and that they now want it back within a reasonable amount of time is reasonable.. I know that they rarely have asked for it in the past but as the written contract states it is their equipment.
That may well be true but why are the Virgin CS/retentions/billing telling ex customers to dispose of the equipment? and it was on more than one occasion and from different reps, even as in my case the equipment is old NTL equipment which i'd had for years.
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Old 18-09-2008, 15:52   #4
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Re: The Recovery of your disconnected Virgin Media equipment

Probably the same reason as to why some CS quote rediculous things like there is no STM, everyone will be upgraded to 50Mb or even sell retentions at one price then charge another. In simple terms like most large companies one department doesn't talk to another and the "please dispose of the equipment" might be what one department thinks that they should tell customers when in actual fact they should be saying something else..

As I stated earlier though the disposal request was verbal and might/might not have been recorded where as the please return the equipment is in writing..
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Old 18-09-2008, 17:01   #5
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Re: The Recovery of your disconnected Virgin Media equipment

When we moved out of a cabled area the CS rep organised an engineer visit to collect the equipment. I suspect this was because we had a V+ box, but they also took the Samsung V box and the VM 255 SACM..
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Old 18-09-2008, 19:40   #6
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Re: The Recovery of your disconnected Virgin Media equipment

Quote:
Originally Posted by wall4856 View Post
I cancelled all my services with Virgin media in June, TV/Broadband/Phone and was told by cacellation department that i should dispose of all equipment in an environmentally safe manner as they did not want it back, this morning i received the letter below from a company called QNET Group Ltd.

Dear *******

Please find enclosed freepost packaging for the return of your Virgin Media Digital Equipment, scart leads, power supply and remote control.
Please place the equipment in the bag(s) provided and take them to your nearest Post Office, handing it in over the counter.

For your security please ensure that you obtain a receipt when handing the bags over, also please keep this for your records.

Could you please write on the slip provided the receipt number and that put into the bag when you are returning it at the Post Office.

Alternatively you can call or email us with your postal receipt number and we will add this to your account

. Telephone: 0871 700 4788 selecting option 1
. Email: qnetsupportservices@qnetcontracting.com (please quote your Virgin Media account number so that we can add it to the correct account)

Please ensure when returning the equipment you have enclosed your Virgin Media account number so the equipment can be processed to the correct account.

If yor equipment has already been collected or installed at your new address could you please phone the number above or email us so that it doesn't escalate to the debt recovery team, as each digital converter is worth£250. The debt recovery team will deploy different measures in order to recover the equipment

Kind Regards
QNET Group Limited

has anyone else had this letter months after leaving Virgin? and if so did you still have the equipment?

phone the number above and tell them its been collected
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Old 18-09-2008, 19:47   #7
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Re: The Recovery of your disconnected Virgin Media equipment

Quote:
Originally Posted by Kymmy View Post
A verbal command from CS/retentions/billing is hard to hold up as a legal instruction, the fact that the equipement is VM's and that they now want it back within a reasonable amount of time is reasonable.. I know that they rarely have asked for it in the past but as the written contract states it is their equipment.
I'm not sure asking for the equipment back 3 months later is a reasonable amount of time though.

Although you may not necessarily be able to prove what someone at CS said on the phone, wouldn't the absence of certain records at VM prove the same thing? If necessary a DP SAR should get you access to their records at the time of the account closure?

I'd ring this QNet firm and explain what's happened - chances are someone at VM messed up with the records somewhere.
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Old 18-09-2008, 21:02   #8
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Re: The Recovery of your disconnected Virgin Media equipment

Quote:
Originally Posted by chickendippers View Post
When we moved out of a cabled area the CS rep organised an engineer visit to collect the equipment. I suspect this was because we had a V+ box, but they also took the Samsung V box and the VM 255 SACM..
They will definitely come for that list of equipment as it is all currently being issued, all V+, Samsung STB's and late model modems will be collected whenever possible.
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Old 18-09-2008, 21:11   #9
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Question Re: The Recovery of your disconnected Virgin Media equipment

Does anyone know which company collects the equipment now in this area it was Q net but not seen them for a while
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Old 18-09-2008, 22:01   #10
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Re: The Recovery of your disconnected Virgin Media equipment

Quote:
Originally Posted by brundles View Post
I'm not sure asking for the equipment back 3 months later is a reasonable amount of time though.

Although you may not necessarily be able to prove what someone at CS said on the phone, wouldn't the absence of certain records at VM prove the same thing? If necessary a DP SAR should get you access to their records at the time of the account closure?
You are, of course, assuming that the account shows that the CSR made the request..
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Old 19-09-2008, 13:23   #11
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Re: The Recovery of your disconnected Virgin Media equipment

Can i just point out that i did not dispose of the equipment in an environmentally safe or any other manner but stored it in a cupboard, mainly because of my previous experience with Virgin Media CS/retentions/billing and because i have read of others on this forum having poor experience with Virgin Media reps lying/giving wrong information and or just could not give a damn.

I sent Virgin an email and asked them to come and pick it up as i was not able to take to Post Office, I got phone call last night (fastest response i ever got from them) telling me that they would send someone to come and collect it.
although i will not be handing the equipment over unless i get a receipt for it.

I know that a lot of you are happy with your services from Virgin and if you are happy then that's all that counts, as for me i am just happy to be rid of Virgin and delighted with my new service provider.
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Old 19-09-2008, 13:38   #12
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Re: The Recovery of your disconnected Virgin Media equipment

Personally I still have a Ambit 255 modem sat here in it's box (only used it for 3 months) No-ones ever said anything about it and I doubt if it'll ever get collected..But either way until I have something in writing to say I can dispose of it I'll leave it sat there..
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Old 20-09-2008, 08:11   #13
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Re: The Recovery of your disconnected Virgin Media equipment

28 days from cancellation is ample time to be given to collect equipment just threaten them back with a small claims court.
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Old 20-09-2008, 10:42   #14
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Re: The Recovery of your disconnected Virgin Media equipment

Yes but only if the OP has written in and asked for the equipment to be collected. Only 28 days from that point can he legally claim status to the equipment and do with it what he wants...

If no-one writes to the others asking for the equipment to be returned/collected then it's in limbo
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Old 20-09-2008, 13:11   #15
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Re: The Recovery of your disconnected Virgin Media equipment

Quote:
Originally Posted by Kymmy View Post
Yes but only if the OP has written in and asked for the equipment to be collected. Only 28 days from that point can he legally claim status to the equipment and do with it what he wants...

If no-one writes to the others asking for the equipment to be returned/collected then it's in limbo
I can assure you it ain't in limbo it's sitting in the cupboard waiting to be picked up.
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