How to return or recycle equipment
At Virgin Media we do our best to repair and reuse as much kit as we can. Unfortunately, not all our kit can be reused as it is and needs to be recycled. Recycling and reusing our kit will help reduce the amount of waste going to landfill and benefit the environment.
What equipment to return
If you have any of the following equipment please follow the steps to return it back to us. If you have any other equipment check out how to recycle this below.
Let’s help our kit get home
It’s free and easy.
At Virgin Media, we’re passionate about protecting our planet. And we know our customers, like you, are too.
So, whether you’re sadly leaving us or simply changing your package, we hope you’ll help us do our bit – by returning our kit so we can refurbish, reuse and recycle it wherever we can.
It’s completely free and reassuringly easy.
And if you don’t get our kit back to us, you might be charged for it, as we mentioned in our Legal Stuff when you joined.
- Lift the tab on the back of your returns box and pull the strip to open everything up
- Unfold the pack, and you’ll find some brown paper bags, a spanner and a termination cap
- Switch off your TV and any other devices connected to it
- Use the spanner to remove any cables from the back of the Virgin TV box
- Pop the TV box into one of the paper bags provided, making sure nothing else goes in there with it
- Put this, along with any Virgin Media cables, into the returns packaging
- This part’s really important: When you pull out the white cable from your Virgin Media wall socket, put the silver terminator cap on the end
- Make sure you switch off the power supply before you unplug any Boosters, Pods or anything else, and shut down any connected devices
- Pull out any Ethernet cables or power plugs connected to our kit
- Pop our kit – along with any cables – in the returns packaging we sent you
How to swap equipment
If our engineer’s installing your new services: they can take away the old TV box, Hub and other equipment for you.
If you’re upgrading or swapping faulty equipment yourself:
Step 1 - Empty the new equipment out the box – when you receive the QuickStart kit.
Step 2 - Reuse the same box – place the old kit in the tray and the other bits (remote control, power cables) in the smaller compartments, then close the lid and secure the box shut with the red clips.
Step 3 - Label the box – a letter came with the QuickStart kit: peel the sticker off (or create a new pre-paid label and slap it over the original address label on the box.
Step 4 - Drop off the box – go to your nearest Yodel Store and keep your receipt as proof you sent the equipment to us. Sorted.
I’m having problems returning my equipment
Free postage and packaging hasn’t arrived? If you were disconnected more than 10 days ago, please ask us to resend your returns pack:
- Order online – using the pre-paid package request form.
Free postage and packaging can be sent to any UK address, just tell us where you’re going, over:
- The phone – tell us your new address when you’re arranging to have your services disconnected.
If no one can go for you and you’re a registered Accessible Customer, please call us. Dial:
- 150 – free on our home phone or mobile.
- 0345 454 1111* – on any non-Virgin Media phone
*Call costs may vary.
You’ll pay reasonable recovery costs and a replacement fee for the equipment you don’t send back (or don’t have ready for collection, in special circumstances). You’ll get a text message and an email when you’re charged. From WiFi Hubs and Boosters to TV boxes – all our kit is loaned as part of our service (and the terms you agreed to).
I’ve been charged to replace kit but have sent back via Yodel, what can I do?
Call up and tell us the tracking number on your Yodel receipt, so your return can be confirmed and the charge, cancelled. Dial:
- 150 – free on our home phone or mobile.
- 0345 454 1111* – on any non-Virgin Media phone
*Call costs may cary
I’ve found the kit you’ve charged me to replace, what can I do?
Freepost the equipment back to us, so the charge can be cancelled:
1. Order free postage and packaging online.
2. Follow the ‘How to return my equipment’ instructions above.
3. Get a confirmation receipt – if you’ve given us your email address, or you can [track your package on Yodel.](https://www.yodel.co.uk/track)
If your services ended less than 80 days ago, you’ll see a bill credit refund on your next bill when you’ve returned our equipment. And if your account is in credit, you’ll get a cheque for the amount you’re owed – you’ve 6 months to cash this at your bank or building society.
Freepost the equipment back to us, so the charge can be cancelled:
- Follow the ‘How to return my equipment’ instructions above.
- Get a confirmation receipt – if you’ve given us your email address, or you can track your package on Yodel Store..
If your services ended less than 80 days ago, you’ll see a bill credit refund on your next bill when you’ve returned our equipment. And if your account is in credit, you’ll get a cheque for the amount you’re owed – you’ve 6 months to cash this at your bank or building society.
If you are leaving Virgin Media or changing your services your kit will need to be returned, and we will notify you via text and email. If you do not return your kit, you will be charged for it as set out in our terms and conditions.
We do have a dedicated team of doorstep collectors across the country who can call to collect our equipment. We do initially offer an appointment when we get in touch via text.
If you fail to book an appointment or return equipment through the postal solution we may also call without an appointment, but be assured all our doorstep collectors will have an ID badge with their name and photograph clearly displayed and they will all be wearing our Virgin Media uniform.
How to recycle equipment
Unless you were asked to send it back to us, please dispose of our equipment in an environmentally friendly:
See: Find a recycling facility – to search your postcode, town or city for your nearest centre.
Need help recycling our kit?
Text us free on 0753 305 1809* – our team will pick up your message.
Monday to Friday from 7am until 11pm, Saturday and Sunday 8am until 8pm.
*Call costs may vary.
- It’s shredded – into small pieces at a reprocessing plant.
- Materials are separated – plastic, metals (magnetic, non-magnetic)…
- Sent away – these raw materials become something new: Zinc from mobile phones, for examples, gets used in ships, lampposts, metal railings. And musical instruments can be made of plastic.
Sell your old phone to us, even if you aren’t a customer of ours:
1. Get a fair quote (valid for 7 days)
Tell us your details at recycle.virginmedia.com, and we’ll make you an offer.
2. Freepost your phone to us
Happy with the price you were offered for your phone? You’ll be sent free postage and packaging. Before popping your phone in the Freepost bag and sending it to us, please take your SIM and memory card out and delete all your data from the device (your contacts, messages, photos…).
3. Get paid
A text message will say your phone’s received, and payment could come 2 working days after. Another text will confirm the money’s in your account, if your mobile’s passed our checks – it must be the make, model and condition that you described.
Then what happens?
- You can donate to Scope – the UK charity will use your payment to help people with disabilities and their families.
- Your old mobile will be refurbished and sold, if it’s suitable – or it’ll be recycled and £1 will go to Scope.
Need help recycling your mobile? Text us free on 0753 305 1809 – our team will pick up your message Monday to Friday from 7am to 11am, Saturday and Sunday 8am to 8pm.
If you have recently joined us and have non-Virgin Media equipment* from a previous provider and wish to send it to us for recycling. Please follow this link to create a new pre-paid label to return it to us.
Alternatively, you can take the kit to your local O2 store or your local recycling centre. You can find out where here https://www.recyclenow.com/recycling-locator
Equipment must be a like-for-like product and perform the same function as to that which is supplied by Virgin Media (example Set top boxes, Modems, Routers or Wi-Fi boosters)
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