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.
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:
Order free postage and packaging online.
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.
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. Find out more
Sell your old phone to us, even if you aren’t a customer of ours:
1. Get a fair quote (valid for 14 days) - Enter your device details at www.o2recycle.co.uk and we’ll make you an offer.
2. Send your device to us Happy with the price you were quoted for your device? You’ll be sent a QR code/label so you can package the device up and take to the Post Office. Remember to back up all your contacts, pictures, videos and whatever else you’ve got on your phone so you don’t lose them. Take out your sim and any memory cards.
3. Get paid An email will be sent to you once we’ve received your device and processed your order. If your device passes our checks payment will be made in 5 working days.
Then what happens?
Here at VMO2, we’re committed to playing our part in tackling the digital divide and eradicating data poverty. That’s why we’re working with Good Things Foundation, the UK’s leading digital inclusion charity, to improve the lives of people through digital. Donate a proportion of your recycle value and your donation will help Good Things Foundation to tackle the most pressing issues of our time with partners in thousands of communities across the UK. You can find out more about Good Things Foundation here.
We have a zero landfill policy, so the vast majority of devices we receive will be reused, repaired or recycled for parts. You can also play your part in protecting the environment by responsibly disposing of your device and accessory packaging.
Need help recycling your device? Call us on 0333 4004237 – our team are available Monday to Friday from 9am to 5pm.
If you have recently joined us and have non-Virgin Media equipment* from a previous provider or older Virgin Media equipment 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)