Virgin Mobile contacts

faerie_athome

Hello


Was wondering if there are any contact email/phone numbers for complaints for Virgin Mobile out there (couldn't see anything when I checked..) even some assistance/advice would be great


My Mum, whos 75, had a sim only contract with virgin, has had it for 21 years. On 12th July, she lost her mobile. She panicked and called me. I told her to contact Virgin to have her sim cancelled/blocked and ask for a new one, which she did. She was talked into getting a new phone and a monthly contract. All she needed was a new sim, we always buy her a Nokia 3310 or suchlike, that's enough for mum to manage. Anyway, her smart phone arrived on Friday 13th, she tried it but couldn't use it, with her eyesight and dexterity problems it wasn't the phone for her. On the 17th, (first chance I had) I went out and bought her a replacement Nokia phone. We took the sim (which was all she ever needed) and put it in her new phone. We called customer service to cancel the upgrade and return the new smart phone. We were told it wasn't a problem, they would send out a jiffy bag and cancel the increased direct debit. We are still waiting. She calls every day to ask where the bag is (she was told it would come by DPD and she would need to wait in for it) they cant advise when it will show up, She asked if she could buy her own bag and post it back, they said no. Today, still no bag and shes now been told that her direct debit has to be cancelled by her via her bank (although shes already been told it was cancelled at your end 2 weeks ago) shes is terrified to go out in case she misses the DPD van and is now worried monies are going to be taken out of her bank for a service she doesn't have/doesn't want and for a phone she doesn't need
Every day when she calls, someone in the Philippians advises they are raising an IT request to see where the bag is??? They don't have a contact number in the UK and they don't have an address for complaints or otherwise she can have. The way she is being treated is disgraceful

mije1983

faerie_athome wrote: »

they don't have an address for complaints

http://www.virginmedia.com/contact-us.html

Write to us at:
Complaints, Virgin Media, PO Box 333, Matrix Court, Swansea, Sa7 9ZJ

You/your mother could also try the live chat option

Ian011

There are a huge number of premium rate 084, 087 and 09 numbers listed on google for contacting virgin mobile. These numbers have been set up by scammers. All of those numbers are scams. Do not call any of those numbers.

The correct number starts 03 and is listed on the official Virgin Mobile website.

bobincharente

You can talk to an English person on 0345 600 0377. We got that number in a letter from Virgin Media in response to a complaint.

bobincharente

Send a email with a title of 'Complaint' to the following link, Executiveteam@virginmedia.co.uk
It goes to the CEO, I have had good results doing that.

pmduk

bobincharente wrote: »

It goes to the CEO, I have had good results doing that.

In fact, it goes to their Customer Services Department in Wythenshawe who will deal with the matter in his name.

Herongull

This doesn't solve your main problem ie getting hold of the Returns bag but are you sure she needs to keep waiting in for it? Won't they drop the bag off and then she parcels the phone up and they come back for it another day or do they wait while she does it and then take it away?

Virgin Media also seem to use Collect plus some returns - not sure if it applies to phone returns but if it does you just need to print a label and parcel up the phone and drop it off at nearby collect plus shop. I've used Collect plus with Amazon returns and it usually works fine.

Next time you phone them asking why the bag hasn't arrived, you could ask them if returning via Collect plus is an option - it would involve them emailing a returns label so your mum would need give them your email address so you could print it out and then you could just drop it off at a local shop.