Mobitix with Virgin trains

leeroy1

I've recently had problems with the issue of a new mms compatible handset from the original one that was registered and can't receive tickets. What is more annoying is that I tried to register the new handset on the site and was unable to as you get the number is already registered error message.

Customer service was dismal as people have already highlighted, and they refuse to provide a refund after repeated attempts. So be warned as I'm sure there will be a growing number of people of new handsets from the original registered, I certainly won't be using this service, or virgin again!

thetreasure

leeroy1 wrote: »

I've recently had problems with the issue of a new mms compatible handset from the original one that was registered and can't receive tickets. What is more annoying is that I tried to register the new handset on the site and was unable to as you get the number is already registered error message.

Customer service was dismal as people have already highlighted, and they refuse to provide a refund after repeated attempts. So be warned as I'm sure there will be a growing number of people of new handsets from the original registered, I certainly won't be using this service, or virgin again!

I found the Aftersale Support (0844 5565650 then option 3 and then 5 for Mobitix) much more helpful than Customer Relations. Customer relations basically told me that if I had changed the handset (which i did) and failed to download, then it is my fault and the ticket is invalidated. So even if i try again with my other handset which i originally registered Mobitix, it is too late as the downloadable ticket is no longer available, my money is gone forever. I gave up on talking to them.

Aftersales Support team however was able to re-send me the mobitix link straight away. But somehow the handset which was supposedly compatible failed to download the ticket again. I called the Aftersale Support again and they offered to email me a print@home ticket this time.

I do not understand why Customer Relation told me that it was my fault and i was not entitled to get the ticket or the money back. I can only assume they are not interested in customer relationships. It is a really really bad practice.

I highly recommend anyone having the same problem contact the Aftersale Support instead of Customer Relations. Also you could tell them that you are using the same compatible handset (if you are not) and they might even send you a print@home ticket.

I hope this helps.

oconlt99

Treasure is right,

I rushed through the site and booked my tickets, using my new Iphone which I assumed can handle anything. Apparently I am wrong. One of the most widely used phones for some reason is incompatible.

Anyway, I phoned the mobitix advice guys first, and had someone very stubbornly inform me, that there can be no refund as I was using an iphone blah blah.

SO, instead I changed my tack, called 08445565650, option 3, then 5. When speaking to them I told a little white lie, saying I was still using my old phone which was registered with them and had worked before and that for some reason the ticket wasn't working.

After a little bit of discussion and going on hold for him to ask someone else, he agreed to send me the tickets as a print@home format via email. Hurray!

A word of warning though, he then informed me this is a one time thing on an account. I should de-register my phone and try again next time I want to use mobitix.

The whole service is a bit of a pain, but £11 each way Manchester to London is pretty good.

Manchestergirl

I've been a mobitix customer for years but had changed my handset. I tried to re-register and test the new number / handset combo before purchase but was assured 'mobile number already registered'. Now I can't download the ticket so have wasted 27 quid. Thanks Virgin! And a surly customer service representative to boot!

vicgilmore

Got this from dearest VIRGIN:-

*********************************
Hi Vic,
As someone who’s used Mobitix before, we wanted to let you know that from 4 March the product will no longer be available. We’re sorry for any inconvenience this may cause.

Don’t worry though, with our e-ticket option you can simply print your ticket at home and save on the hassle of collecting it at the station.

Plus, if you want to book a ticket through your mobile phone more easily, our new app is available now on Blackberry, Nokia, and Sony Ericsson. We’ll also have iPhone and Android versions later in the year, so watch this space.

Thanks
*********************************
It was a pain in the harris anyway. But I've never been to London so much, the staff began to recognise me & even offered for me to got to their Xmas Party! So thank you Virgin & figure out a NEW paperless system or at least get the tickets onto 1 piece of A4.

Happy Days....

ViC