Virgin Mobile (UK) Customer Service Issues

Hello, I am writing regarding reference account number FA[redacted]2. I have been receiving letters claiming that I owe £11.40 to your company. However, every time I contact the Pacific Rim Helpline, I struggle to understand the representatives due to their strong accents. Despite this, they have informed me that the account is closed and there are no outstanding payments. The issue dates back to when I purchased a PAYG data sim card for my car's Wi-Fi dongle, which never worked. Upon returning the product within the allowed cancellation period, I was assured by Customer Services that my account would be closed and the charges waived since I never used the sim card. Despite repeated explanations to your debt collection team in the Philippines, I continued to receive letters claiming I owe money. After confirming with the helpline that my account is closed and there are no outstanding payments, I am baffled by the recent threatening letter demanding payment within five days. I request urgent clarification on this matter to cease the letters and remove the debt collectors' threat. Please address this promptly. Thank you, Micl Hagan (Dr.)

I intended for the contract to end, so I called to cancel, following the 30-day notice period. I initially contacted them at the end of July and was advised to call back in a week, which I did. I proceeded to cancel the plan and made my final payment in August, ensuring to cancel the direct debit. Recently, I received a bill for September out of the blue. After a tiring process of navigating through five departments and over an hour on the phone, I was assured the cancellation was finally processed. Despite not owing the September payment, I paid it as instructed, or they couldn't proceed with cancellation. Today, I received a confirmation of a new direct debit for my new airtime, which I never requested. Dealing with Virgin has been incredibly frustrating due to poor customer service, communication hurdles, and feeling mistreated. I urgently need someone from Virgin to reach out to resolve this issue promptly to confirm the owed money to me and the cancellation of my contract, avoiding escalation to the ombudsman.

To whom it may concern, I am writing regarding an outstanding debt on my mobile phone account from [redacted] with your company. According to recent credit checks, I owe £76. I was unaware of this debt as I believe the account was closed in [redacted]. I have not received any correspondence about this matter. I am willing to settle the debt to clear the account as intended. My details are as follows: Full name: Mr James Richard Brougham Date of Birth: 06/08/[redacted] Address: [redacted] Walton Hall Avenue, Liverpool, L11 7BY Account: Virgin Mobile Telecoms Mobile Phone Account (Blackberry) Account Start Date: 28/06/[redacted] Purchased: Liverpool City Centre Branch, Church Street Account Status: In arrears Current Balance: £46.00 Default Balance: £76.00 Account Number: [redacted] I urgently request resolution as this affects my credit file. If no debt exists, please confirm in writing promptly. I have not received assistance from customer service and I hope for a swift solution. Sincerely, James Richard Brougham

I purchased an Apple iPhone XS on Sunday, September 16th with a £44 per month SIM plan. I received a call on Monday, September 17th from Dublin advising me that the phone would be delivered by Yodel on the 18th or 19th. I cut my camping trip short to ensure I was home for the delivery, but nothing arrived. After contacting [redacted] and being disconnected, I tried again. I was informed the order wasn't in the system and was transferred to sales, who attempted to send me back to [redacted]. I expressed my frustration in a chat and requested to cancel the order, which I was assured would be done. However, today, on September 28th, I received emails indicating the phone will be delivered on October 2nd. I contacted [redacted] once more, and after speaking to a representative, I was told the order was completed, and the delivery would proceed. I cancelled my direct debit but want to avoid unexpected charges for unwanted services. I am puzzled why Virgin Mobile can't prevent this delivery, causing me unnecessary inconvenience and frustration.

I am currently using Evolve for SMS/MMS messaging on my 4G v7 Android smartphone with a pay monthly account from Virgin Mobile. The problem I'm encountering is that I am unable to send messages to 5-digit numbers, although I can receive texts and media messages without an issue. I have checked the app settings and verified my APN settings, so I believe the problem may be with Virgin Mobile's settings. Could you please review my Virgin Mobile SMS/MMS account settings to allow sending messages to 5-digit numbers? If the issue is different from what I assume, could you send a text or email to automatically update the settings or provide further guidance? The inconvenience is frustrating, so any help would be greatly appreciated. Thank you. Account: FA[redacted]2

I have been facing issues with Virgin Mobile since I made a call and was mistakenly charged £[redacted]. Despite being assured the amount was reversed and the balance was zero, I received a letter from BPO demanding payment. After multiple calls and promises of reversals and notifications, the issue persists. Each time I call, I am given the same excuses and told the amount has been removed, yet no confirmation is provided due to system limitations. I want this confusion to stop, and I insist that BPO be updated accordingly. Please send all communications to my address promptly. Thank you.

Hello, I am currently outside the EU and experiencing an issue with my UK phone not receiving incoming calls. I contacted the help line number +[redacted]89 from Israel, as it was stated that the call would cost the same as a standard call to a UK landline or mobile. Despite two attempts with different assistants, my issue was not resolved. I later received a message indicating I was close to reaching my credit limit, which was confusing as I primarily used the UK line for incoming calls only. It seems the charges for the help calls are the cause of this issue. I request that the £95 charge for these calls be waived due to the misleading information provided. I appreciate your understanding and cooperation in this matter. Thank you, Yael A.

This morning, out of the blue, my mobile account got blocked, cutting off my phone, text, and data services. After contacting Virgin, I was informed that my account was suspended due to a fraud allegation. I have requested the fraud team to investigate the situation as I am certain I have not engaged in any fraudulent activity and am unaware of any phone-related issues. I urgently need my phone for work, but unfortunately, there has been no update, communication, or solution provided yet. This is causing a significant disruption to my work as a freelancer. Please unblock my phone account promptly.

I arrived in Cyprus on 26.11.18 for a three-week holiday. Today, Virgin requested an update to my Direct Debit details, which needs to be completed immediately to maintain my service. Unfortunately, I can't comply as I didn't bring my main bank card for security reasons and am unable to access the required information. I've been a loyal Virgin Mobile customer for years, always paying via monthly Direct Debit seamlessly. Prior to my trip, I confirmed through [redacted] that I could use my phone abroad. I urgently need my mobile service restored on 07[redacted]59 as I can't reach home, where my daughter uses another Virgin SIM on my account. Thank you, Mike Fairweather. It would be appreciated if a copy of this notice could be emailed to me for my records upon my return.

A while ago, I requested to terminate my long-term rolling contract due to ongoing service issues. There were problems with my phone service being disrupted, and a new SIM card was sent to the wrong address, causing inconvenience. Despite two assurances, I have not yet received my refund of £70, equivalent to three months of overcharged bills. I had to intervene with my bank to stop further erroneous charges. There have been past instances of overcharging due to company errors. My account shows minimal usage since August, September, and October, with only one text in July for which I request a refund. The poor customer service experience took up two hours of my time and caused undue stress. I seek guidance on escalating my complaint for a minimum refund of £[redacted]. My name is Joanna Y., and you can reach me at [redacted]2.

I have a monthly contract with Virgin Mobile that I started in November [redacted]. I selected a new Samsung Galaxy S9 and have been making monthly payments for it since then. However, I've been facing intermittent issues with the phone, such as not being able to receive incoming calls and set up voicemail. Despite reporting these problems multiple times to Technical Services, they have not been able to resolve the issues. I was even given a new SIM card, but the phone continues to malfunction. I am requesting a replacement phone as I do not want to cancel my contract. I pay £27 monthly for a service that I am not receiving properly. I hope for a prompt resolution to this matter as I am very frustrated and unsatisfied with the phone I have received.

I need to file a complaint regarding my Pay Monthly service issue that occurred on 18/03/[redacted]. I have been struggling to obtain my PAC code from Virgin Mobile at +44 [redacted]. Contacting them by phone has been time-consuming, and whenever I mention the PAC code, they disconnect the call. Consequently, I have been paying for a service without proper signal reception, adding to my frustration. Kindly send me my PAC code promptly so I can switch providers with ease.

After changing my SIM card and leaving the UK, I am facing issues with incoming and outgoing calls. Despite my account being set up for international use, only one incoming call has gone through. I have tried contacting Virgin, but live chat is always unavailable, and I couldn't find an email address for customer care. I reached out to a contact at Virgin, but no response so far. I submitted a complaint yesterday, but I am still waiting for a resolution. The lack of communication and support is disappointing.

Dear Customer Service, I have been a loyal customer of Virgin Mobile since [redacted] when I arrived in the UK. Despite following advice from my wife and notifying Virgin Mobile of my move to Tanzania in [redacted], I was surprised to find that my contract was not terminated as promised, leading to financial difficulties upon my return in [redacted]. Due to these issues, I decided to switch to a pay as you go plan. While researching other providers, I was contacted by Virgin Mobile offering 5 GB of data for £10, a tempting offer. However, recalling my previous experience, I made it clear that I wanted to cancel any monthly payments, which I did before leaving the UK. Despite this, my wife has received threatening letters from Virgin Mobile, causing me great distress. I feel compelled to make a formal complaint about this situation and seek resolution. Sincerely, Tunzo A. M. [redacted] 8 Northwich Woughton Park MK6 3BL England

I recently received a new sim card from you to put in my phone upon its arrival. I mistakenly placed it in the wrong phone. My wife's phone number is [redacted]0, and mine is [redacted]4. I placed the new sim intended for my phone [redacted]4 into my wife's phone, thinking it was for mine. Now my wife's phone shows no service. I accidentally disposed of the old sim for [redacted]4. Please advise on how to rectify this situation. Should I put the new sim into [redacted]0 and request a new one for [redacted]4, or is there a different solution? I apologize for the confusion, attributing it to my age (82). An early response would be greatly appreciated. Best regards, John H.

Contacting Virgin Mobile has been quite challenging as both the email service and the Call Centre are unavailable. I have been a loyal Virgin Mobile customer for 6 years, using a Sony L1 with the number ending in [redacted]. Despite multiple requests, I never received the replacement SIM. Recently, I switched to an iPhone 6 with a Virgin SIM provided for renewing my TV, Broadband, and Landline contract. In July [redacted], Virgin discontinued service for my Sony L1, so I stopped the direct debit, planning to use the iPhone 6 instead. However, now the services for the iPhone 6 have also been cut off inexplicably. This situation is distressing, especially because of my wife's health issues and my job requiring a mobile phone. The reliance on the closed Call Centre due to COVID has made resolving this matter urgent and frustrating. I hope to find a resolution swiftly given my long tenure with Virgin across various services.

Regarding my Virgin Mobile account for phone number 07[redacted]57, I am reaching out to request the cancellation of the phone line associated with my late wife, who passed away three weeks ago. I have already ceased the Direct Debit for £8.00 per month. I tried to reach out through the chat option but experienced a long wait time of over two hours. Please remove this number from your records. Thank you. J H John Peet of 13 The Greenwood, Guildford, GU1 2ND.

Before the lockdown, I switched my phone from Virgin to EE. I stopped the direct debit with Virgin assuming they would stop taking payments as I no longer used that number. Unfortunately, I forgot about my granddaughter's second phone with Virgin. She relies on it due to her learning difficulties. I received an email from Virgin asking for £[redacted] in arrears for both phones. I am happy to pay for the second phone's arrears and will set up a new direct debit. I'm confused why the bill for my old number ending in [redacted] is high since it hasn't been used since April. I struggle with phone calls due to age and hearing issues, so I appreciate any help through this message. I will clear the arrears for the second phone, but please note that the mentioned old phone number is not in use anymore. The account number is FA [redacted]0.

I have been experiencing issues with my mobile data for over 2 weeks now. After being informed that there were problems in my area and to call back after August 13th for an update and compensation, I reached out on the 14th. Unfortunately, after a long wait, I spoke to a customer service representative who promised compensation of £30.36 for all three of my SIM cards for the inconvenience. However, upon checking my account later, I noticed that the credit hadn't been applied. When I called back, another representative offered a one-off payment of £10 instead. Unsatisfied with this, I requested to escalate the issue but was put on hold and never heard back. If this matter isn't resolved promptly, I may have to consider canceling my direct debit for all three SIM cards. I have also raised a case through Resolver and will escalate my complaint further if necessary.

I have had multiple interactions with Virgin Mobile representatives over the past month to switch my monthly SIM-only plans for two phone numbers, scheduled for August 19th. Despite being promised new SIM cards, they never arrived. Today, I received a text notifying me of an updated monthly allowance. One phone successfully switched to the new plan, while the second phone still reflects the old allowances with the next change not until September 19th. I have been unsuccessful in seeking support via phone or online as the available categories do not address this specific issue, and the automated referral system is unhelpful.