Virgin mobile - where do I stand???

happymoneysaver79

Hi!
I am 5 months into an 18 month contract and have so far had 5 faulty LG Pop phones (screen freezes). I have made countless calls to them, been through the tech department while they try to 'fix' the problem and argued with them about exchanging the phone for something more reliable.
After contacting the consumer rights people yesterday I was advised to persue them for an alternative phone as they were not supplying me with a long term replacement.
I finally spoke to someone in the finance department who has offered me 3 alternative phones which were apparently available at the time that I took out the contract. These phones are: Nokia 5800, Nokia 6700 slide and Samsung B3310. All have lower spec cameras apart from the 6700 and more importantly all have bad reviews, particularly the Nokia phones, also non of which I would have selected during my original purchase.
Ideally I would like to pay more towards my contract and get a better phone but they wont allow me to do this, they also wont allow me to choose from their current selection of phones that they offer on my tariff.
I suppose I am wondering if I have any legal rights to cancel my contract or force them to offer me a more suitable alternative.
Sorry for the long ramble.
Hope someone can help.

happymoneysaver79

can anyone help with this please?

unholyangel

You'd maybe be better speaking to CAB for definite advice but from what i understand, if they are offering a replacement, it must be on a like for like basis and not just a basic/cheap model.

The reason i say ask the CAB is effectively, they have sold you a contract, the phone could be viewed as a incentive. For instance, with most networks/plans, unless you have taken out insurance, if you lose your phone you are still legally obliged to continue your contract.

Have you tried asking to speak with a manager and going through their complaints process? Or are they just not willing to budge at all?

Speak to Citizens Advice as it is more complex than just quoting SOGA/CCA imo. Although ofc, theres always the chance someone on here may have had a similar experience and be able to offer advice