Virgin/02 lost my daughter's phone number
I wonder if someone could help with steps to take in my daughter's tale of mobile phone consumer woe.
A month ago her phone suddenly lost connection to Virgin Media. It happened at an inconvenient moment - she was traveling from London to Bristol to meet some friends and put her in a difficult position of being in a strange city late at night. Virgin Mobile's first response was that this dropout happened because they were switching everyone over from Virgin to O2 and this would be a temporary glitch. However 7 days on and it was still not sorted - it caused her lots of issues, not just contacting people and them contacting her (she was in process of setting up a new flat) but also things like banking two-step verification. Virgin Mobile sent her a temp SIM so she could at least be in touch with people HOWEVER this was not connected to her existing number. She has been calling various departments of Virgin and O2 ever since in an effort to get her number reinstated but they are now saying it is impossible, the number has been lost. They admit it is their fault that the number is lost and say there is nothing they can do. Frustrated she has now switched to a different provider but Virgin and O2 say they cannot give her a PAC code as her number no longer exists. It's a crazy and frustrating situation and very damaging for her as she has a business associated with her number but she is caught in an infinite loop of unhelpfulness.
Is there anywhere where we can go to try and move this forward? At the very least I don't think Virgin or O2 should get away with it (Virgin blamed O2, O2 are blaming Virgin, the Virgin Mobile operation is now winding down and can no longer help, O2 don't recognise her as a customer) - is there any organisation where we can at least complain. For all the distress they've caused her she hasn't even received an apology.
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