Virgin Mobile

Caroline_Kent

:eek:I am having great problems with Virgin Mobile.
In short: they send me texts asking me to top up my credit, in order to receive 300 free texts. I top up my credit with the required amount by the required date, but then I never get the free texts. When i email them about it, they never reply. When I call, they say they have no such offers! When I go the the Virgin Media shop, they are very rude and won't help. Thanks so much for your help.

Caroline Kent

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poshparrot

I think that the 300 free texts are added on at the start of the next month, how long have you had this problem?

lipsthefish

Could you find someone at Virgin media to forward the texts to as proof? Or show them in the shop?

Stuart_W

300 free texts with a £10 top up is the default virgin mobile tariff - called The Addict Tariff.
You get the 300 texts added the following month - not instantly.

However, if you connected to the Addict tariff before 28 June 2010 and have not migrated to the new pricing and rewards, then you are on what Virgin Mobile call Original Addict tariff. Or if you are an other tariff predating this, it might be the Daily Bonus or Original Pay As You Go tariff, the 300 bonus texts does not apply and you can check out your call costs on this page.

Either ask to be transferred to the New Addict Tariff in order to get the 300 bonus texts, or think about being unable to get an answer from customer services and appropriate treatment instore and demand a PAC and move to another company. Orange offer 400 free texts with a £10 top up if that's important (Monkey and Dolphin). Or explain what your usual monthly usage is, and someone on here can advise of the cheapest PAYG service to move to.

If you have a fair amount of credit left with Virgin as you been topping up to try to get your free messages, use up you credit by buying bundles of minutes and/or texts.

Caroline_Kent

Lipsthefish, i did show the texts in the virgin shop and the staff were still rude, dismissive and said "there is nothing we can do"! I was stunned.

Caroline_Kent

Stuart__W and Posh Parrot, Virgin sends me texts saying, "top up with £5 by end of the calendar month, then you will get free 300 texts by the 18th of the following calendar month": I do it but then the 300 texts never appear by the 18th of the following calendar month. It's happened on 2 occasions.

Stuart_W

If you are getting arrogant obnoxious attitudes from in store staff and no help on the phone either, I would abandon this network as soon as possible and once you have left, write a letter to someone important at the top. Make sure you name the specific store and the time you visited, and the name and times of who you deal with on the phone.

There is clearly something wrong in the set up of your account somewhere. If they are not interested in dealing it, stop wasting your money. You can get a similar deal - or much better ones - with other networks.

carpetbloke

I`ve had the same problEm on 2 Occasions when I topped up.
My customer service experience was superb, it was sorted immediately the first time.
I made a fuss the second time ,oaning about it happening the monyh before and they applied the freebies for 2 months instead of one.
It probably depends who you get on the phone or hoe you talk to them.
I must say when I phoned the second time I was passed from a foreign call centre to a UK one.

robbies_gal

id definitely say you want to leave and you'll be passed to someone who can help you

Caroline_Kent

Thank you so much everybody for your help. Very much appreciated.