Virgin are making me pull my hair out!

mossstitchmama

I'm having a problem with Virgin and the SIM only, Double Data offer they had on up until September 5th.

We have four mobiles in the household. Two are under my name (mine and sons), other two are in husbands name (daughter and hubby).

I easily swapped my son's and my phone to the Double Data deal and we get the new allowances on our next refresh date.

My husband tried repeatedly to call from work, but the line was engaged and the department shut at 8pm. I used the online chat service (Virgin had a countdown showing the expiry of the double data offer was midnight on September 5th). I was told by the online chat person that the only way to secure the deal before it expired was to order new SIM cards for husband and daughters phone and then phone in to activate the new SIM cards and sort out them keeping their existing phone numbers. Husband needs to keep his for work contacts.

Virgin are saying that there is now no way they can have the deal AND keep their existing numbers. They want us to change operators using a Pac code, use it for a month and then change back to Virgin.

Is there a Virgin Representative on this forum? If so, can anyone tell me how to contact them? I could really use the help. Thanks

mchale

Not much use to you now, but for future ref you could have changed your plan's online, that's how I did mine.

mossstitchmama

That's what we were told to do by a Virgin representative on the online chat. Go online and order a new SIM.

I'm struggling to get any sense at all from anyone at Virgin. We are just going to cancel the new SIM cards and look elsewhere. Two customers lost

mossstitchmama

That is basically what Virgin have told us to do, port the numbers out and then swap back after a month.

My argument is why this wasn't explained at the time? I was told to buy the SIM cards and transfer the existing numbers. I can only guess that the person explaining this to me on the phone didn't understand me when I said we were already Virgin customers.

Virgin have missed three appointments to phone us back. Going to cancel the extra SIM cards, keep all four phones with Virgin and look for a more reliable provider asap.

mchale

mossstitchmama wrote: »

I'm struggling to get any sense at all from anyone at Virgin. We are just going to cancel the new SIM cards and look elsewhere. Two customers lost

When you login to your account & go to plan & device it gives you the option to change plans maybe you should have just done it that way.

Crawl1290

This must be annoying! I feel bad for you, hope you fix it soon!

kingrulzuk

I left virgin few years back coz I was having problem with the faulty sim and the call centre staff which is based in Philippines did not understand me, I was so sick as I had to use family members phone to call them so many times.
at last as the sim was PAYG I put it in the bin and went to Vectone