International Calling Problem - Virgin

greytroot

I have just come back from holiday and despite 3 months ago paying £150 to get international calling on my phone it did not work. Any suggestions on how to approach Virgin regarding some kind of compo.

Thanks.

I am on a 100 minutes and 200 texts £32 a month package.

redux

I don't quite understand this. Was it a deposit - in which case it will stand as credit for the next few months, or ask for it back. And why didn't it work - were you in an area with no coverage (it seems not all of USA has roaming for Virgin UK customers) or was the phone not compatible (maybe USA again or other Americas [different frequencies]) ?

Woby_Tide

I know on PAYG my Virgin SIm worked recentl, agree with redux about checking phone and their website for coverage to get an idea of what you should have been able to expect in terms of compo

star1_2

Years ago, I was on Virgin (but paid by DD - therefore no 'credit/deposit' required), when I took the phone abroad (despite checking prior to going abroad and Virgin telling me it was set for roaming), it did'nt work.

When I returned, wrote and complained - they said there were 'network/roaming issues' that affected a number of customers at the time - by way of compensation/appology they gave me a £20 call credit.

This might help / be whats happening when you go roaming!

greytroot

As i had not been a customer for more than 3 months they insisted,virgin, that i pay £150 bond, which will be used to pay off my bills, I was in Uzbekistan and Thailand where coverage was okay as others in my party got great receprion.

Woby_Tide

were they on Virgin too?

greytroot

Most were on orange but one was on payg virgin (with a huge big nokia brick), which really made my blood boil.

Woby_Tide

in that case must have not updated your SIM when yu paid them the deposit. Can but ask them for a gesture of goodwill(and return the deposit and interest lost)

bileyininjurytime

I'd suggest you give them a call and talk to them about it - you're leaping to a conclusion that it was their problem and already on the page of compensation! In my expereince their customer service is very good - and when they've made an honest mistake they've always said sorry and tried to put it right for me. Good luck!

boyohboy

I would have to agree with bileyininjurytime, Its a bit unfair to start complaining about virgin even before for have spoken to them. I have had a virgin phone for 3 years and always found there call centers helpful and friendly. Plus they are in the UK so you can understand them. Call them see what they say.

greytroot

Spoke to virgin and they had on record that i paid £150 for international calling to be put on. They couldn't apologise enough, which is worth more than money, but they did offer me £10 compo which i said tongue in cheek was pretty poor considering the loss of use of my phone during xmas and new year. The nice people at Virgin upped it straight away to £20.