Help-I'm getting nowhere with virgin mobile

purplecloud

I'm on my last leg, literally. I'm getting nowhere with virgin mobile.
I got charged for sending texts from one virgin mobile of mine to another Virgin mobile of mine (both mobiles are in my name and my carer has one of the mobiles) yet the texts never arrived on my carer's mobile.
I complained officially (which wasn't easy as you have you have to fill in an on-line form ) and Virgin denied what happened.


They have also messed me around so much that i'm furious.


They first asked me to call them. I can't. im disabled.


then they said they wanted me to email my first 2 digits of my password. I did this.


then they said I got it wrong (which was unture) and that they then had actually wanted instead the answer to my "secret question".


so I gave them the first 2 digits.


then they didn't bother replying, so I gave them the *whole* answer to the secret question.


then they said no, I'm not telling them the truth and that I wasn't charged for the texts and they said" it is possible that the person may not have received them due to an error on their end. "

But the mobile that was supposed to receive the texts is a, wait for it,..........virgin mobile (their *own damn company*).


Im absolutely fuming.


im disabled and have had to use a librbay computer and each time they mess me around.


Every time I go out, I am liable to injury because of my disability but they coundn't care less.


anyone have an email address of a sane virgin media manager, be much appreciated.

Frozen_up_north

I'm sorry to hear of your dilemma, however you are not guaranteed delivery with an SMS text message, it's probably better than putting the message in a bottle and tossing it in the sea, but nowhere near totally reliable.

If your message is important, phone the other person.

purplecloud

If delivery of a message is never guaranteed, then people cannot depend on mobile network as they'll never know if important texts reached them.

Also, i can't use a mobile for calls due to a disability.

If anyone has a contact email of someone in Virgin, i'd appreciate it. Thanks.

I'm one fed-up customer!!

JJ_Egan

>>If delivery of a message is never guaranteed, then people cannot depend on mobile network as they'll never if important texts reached them. >>

No way around that .
Possibly double up by using both text and something like Whatsapp to send message twice .

Jon_01

The answer above is correct. Nothing important should ever be sent by sms. There are millions sent every day and some never arrive for all kinds of reasons.

If you need to see that the other side has seen the message use something like Whatsapp. The message has ticks beside it that change colour when the other person has read the message (other messaging apps are available).

Complaining to Virgin is pointless, they'll just tell you the same thing.

purplecloud

i'm thick as a brick about technology and i only use a virgin top-up mobile (it's the most basic type without internet). i wouldn't have a clue-and i got a disability too-so using apps or internet is a no no. Also, that's the first ive ever heard about virgin mobile texts messages never being guaranteed to reach the other virgin mobile. you sure don't see that mentioned in their ads!!:mad: How do I complain higher up the ladder in virgin mobile company?

Jon_01

It's not just Virgin, it's all the networks. As above, texts are not meant for anything critical and never have been.

Not sure what you think a complaint will do no matter how high you go? You'd be complaining that an none guaranteed service didn't deliver a message... We all get that, there is nothing the networks can do about it...

purplecloud

text message issue aside, virgin mobile have messed me around so much just trying to lodge the complaint. they're so incompetent it is almost funny. so i need to complain higher up.
im not going to paste all the correspondence (way too long) but you wouldn't believe the contradictory things they say and the contradictory requests for me to give me security details just to be able to communicate with them.
A three year old kid would have dealt with me in a clearer way!

JJ_Egan

Letter in ink posted to head office is what i would do .

You also need to decide what you want regarding messaging now that you know text like emails are not fail
safe .