Virgin Mobile (UK) Customer Service Issues

I recently bought a Samsung Galaxy A51 and have been a Virgin Broadband customer for about twenty years. I wanted to show loyalty by getting a SIM card from Virgin. However, my online application was not activated, and it took over a week to resolve. When I finally received the new SIM, I struggled to connect to Virgin Media despite spending over 90 minutes on the phone with various departments. After multiple attempts, I was still unable to connect and was told to contact the team that sold me the package. I followed their advice, but the issue persists. After another lengthy phone call, I am still unable to connect to the internet. I am frustrated with this experience and hope for a resolution soon.

As a Virgin Mobile customer, I traveled abroad hoping to use my phone by connecting to a local network. It's been three days, and I still can't receive calls or texts. I urgently need to get important messages. I kindly request Virgin Mobile to activate my line or guide me on how to activate it while I'm overseas. Thank you.

I attempted to set up a replacement SIM following the instructions provided, but encountered issues with activation resulting in a SIM failure and no mobile service. Despite numerous calls lasting 15-30 minutes each from abroad, I have not received a response within the 30-day period. This has led to wasted time and money. How can I request a replacement SIM that actually works and can be activated correctly? I do not have a login as I was using a pay-as-you-go plan, and though I submitted a complaint, I did not receive a resolution. To activate the previous SIM sent to me, I was instructed to send a text message, which was impossible without service on either [redacted] or the ability to call using my number [redacted]2, which was inexplicably canceled in October.

I recently reviewed my direct debits and noticed a recurring £30.00 charge from Virgin Mobile each month. I terminated my Virgin Media TV and internet service about four and a half years ago at my previous address and assumed this mobile charge was also cancelled. I vaguely recall having a SIM-only package that I never used. I am requesting immediate cancellation of this charge. I am worried that the SIM card might have been left behind at my old address, potentially being used by the new tenant and accumulating charges. I would like confirmation that the SIM card was inactive since I obtained it. Additionally, I am interested in exploring the possibility of a refund since I terminated the entire service. Regrettably, I do not possess any documentation of this cancellation. I am unable to recall my Virgin Media login details and the associated email address, but my name is Daryl Fellas. The reference number for the direct debit is DD[redacted]8, debiting my account 77-66-08 [redacted]8 Daryl Fellas. Please contact me promptly via email for resolution.

Hello, I have been receiving letters from your company indicating an outstanding balance of £18.42 despite having cancelled the account in November [redacted]. I adjusted my broadband and TV package with Virgin Media the same month due to unemployment and financial constraints. My wife also switched to a cheaper service, SMARTY, at that time. I have contacted your customer service numerous times in the first half of [redacted], explaining the situation and the account cancellation, which was recorded for training purposes. In June [redacted], I was advised to reactivate the account briefly to stop the erroneous bills, but since then, I have received an unordered SIM card and additional bills. Debt collectors are now being involved, although I have not used Virgin Mobile services since November [redacted]. I am unable to answer security questions on the phone as I can't recall the password. I need clarification on why these bills persist despite cancelling the contract as previously discussed.

I reported my Samsung Galaxy A41 Black as lost on February 25, [redacted]. The insurance department was involved, a new phone was ordered, and payment was made. However, the lost phone was found and returned. I was instructed to refuse the new phone delivery, with the promise that the original phone would be unblocked and a refund processed within 24 hours once the new phone was returned. Despite assurances, the phone remained locked even after 24 hours. Numerous calls later, I was informed that only the insurance department could unlock the phone, leading to more delays and poor call connections. After being transferred to Virgin Media, I am still facing unresolved issues. I have spent over 5 frustrating hours on the phone trying to resolve this and am considering my options, including cancelling my contract if the matter is not resolved within the stipulated time frame.

To whom it may concern, I am Stephen Crank. I reached out to upgrade my phone on 07/03/[redacted]. During the process, I was asked security questions for verification. My password consists of 8 letters and 4 numbers. When asked for the 10th letter, I explained it does not contain one. Providing my bank sort code was not satisfactory, and I couldn't recall how much I paid last month as I didn't have my statements. Similarly, I wasn't sure about my bill's due date. I was informed to call back on 08/03/[redacted] due to technical issues. I am hoping to resolve this to receive a new Huawei Y7 phone as part of my existing contract that I have had for two years. Thank you, Stephen Crank 6 Prestland, Market Deeping, Peterborough, PE6 8DT

My sister-in-law has a contract with your company that allows her a set amount of minutes per month. Unfortunately, last Friday her husband, my brother-in-law, passed away suddenly. Due to this, my sister-in-law has used all her allocated minutes until 22 April on essential calls to authorities for funeral arrangements and family matters. I'm inquiring about what provisions Virgin offers in such circumstances. Can she receive extra minutes at no additional cost? She's currently unable to contact essential services and is housebound with limited mobility. It has been challenging to reach Virgin Customer Services without incurring high charges, which is a concern for us as pensioners. Your prompt assistance would be greatly appreciated. Thank you, Mrs. C Fereday.

A couple of weeks ago, I got a text from Virgin Mobile saying they renewed my account. However, yesterday I found out I can't send texts or make calls; I'm stuck with 3G. When I called [redacted], they told me to call [redacted]. But calling [redacted] redirected me back to the same message! I even tried another number, 0[redacted], but it said the same thing. I also emailed them but got no reply. I paid the outstanding amount on my account online, but my mobile is still not working. I'm unable to reach them in any way. This is incredibly frustrating and doesn't make sense. How can I fix this issue?

Account No [redacted]01, Area Ref 31, Payment Ref [redacted]01: Earlier this year, I was informed about a significant increase in charges upon renewing my contract. Despite finding a more affordable provider, Virgin reached out with a new offer of £31.00 per month for landline, broadband, and mobile phone services effective from June. However, upon reviewing my bills in September, I discovered an additional direct debit of £7.00 per month being charged without explanation. Despite contacting Virgin about this charge, they were unable to clarify its validity during two separate calls. While I appreciate the credit received for the extra payments taken, I still seek clarity on this charge and any alterations made to my account, such as the unexpected cancellation of my mobile phone service. I am requesting Virgin to honor the initially agreed-upon contract at £31.00 per month, with transparency regarding any additional charges. Additionally, I have received unsolicited correspondence from O2 regarding a new account and SIM card, which I wish to return as I do not want or intend to pay for this service. I am providing a detailed schedule of invoices, charges, and payments for reference. — Jenny Gray (collaborating with Martin Lees)

Referring to Ref number [redacted]03 and Area reference number 21, I am reaching out about the Ultimate Volt bundle. Virgin Media contacted me today to inform me that my new rate will be £89, aligning with the mentioned plan. The services and equipment are for my mother, a pensioner who handles the payments. Upon reviewing the package details, my mother does not access the services outlined in the Ultimate Volt bundle. Over her roughly 2-year tenure with Virgin Media, she noticed the removal of numerous channels, reducing her to basic channels. The Internet connection frequently crashes, with recent nightly outages. Her current services include Internet, cable, and a basic mobile phone for calls only, without data access. The data is accumulating monthly without utilization. I believe that Virgin Media should not exceed £57 monthly for the existing services. I await your prompt response. Thank you in advance.

Hello, my phone number is [redacted]. My phone network has been inactive since yesterday. I received messages about a new SIM being sent, which I did not request. Despite contacting customer service immediately to request a hold on sending the SIM until I return to the UK, my phone is now unusable in Poland since yesterday, 31.03.[redacted]. I explicitly asked for this situation to be avoided, but it seems the instructions were not followed. I requested the new SIM to wait until my return at the end of April. Currently, I am unable to call you from my phone, leaving me without phone service and in a difficult situation. I urgently need my phone to be operational again. Regards, Mr ILIR DRESHAJ.

Dear Virgin Mobile, I am the owner of phone number [redacted]0 with Virgin Mobile. I consistently pay my bills on time. However, I am unable to use my mobile because the SIM card has been changed without my knowledge while I was in Poland. My housemate in the UK states that the new card was never delivered to me during that time. I am requesting a replacement SIM card to be sent to my address in Poland at my expense, as it's crucial for receiving important codes. I am currently in Poland due to my father's illness and cannot manage this in person. My address is: Zbigniew Kocik UL. GLOGERA 9 M 6 42-[redacted] CZĘSTOCHOWA Poland Sincerely, Zbigniew K.

I recently signed up for a Virgin Mobile contract, but realized the next day that I already had a contract with another provider. I received a SIM card from Virgin but never activated it. Now, I can't remember the password for my account, and I no longer have any details about the contract. I had been making monthly payments through direct debit but recently canceled it. Despite wanting to clear any outstanding balance, I'm unable to do so because customer service is asking for a password that I don't have. I've tried explaining my situation to Virgin Mobile, but they keep insisting on the password. I don't even know the phone number associated with the account. I'm unsure how to proceed and would appreciate any assistance.

A few weeks ago, I complained about unexpected charges for 'picture messages' which I believed were covered in my contract if they included emojis or giffies. After being reimbursed for the overcharge, I was surprised to see another £2.50 'picture message' fee on my recent bill with no clear explanation. I contacted Virgin Mobile today to inquire about this charge and was informed it was for a 'picture message'. However, I hadn't knowingly sent any since learning about the charges. The assistant mentioned a message with a picture was sent to the last 4 digits of a contact's number on August 4th, which turned out to be a friend who had sent me a text with an emoticon. It seems replying to this with an emoticon also incurred a charge for a 'picture message. This was not communicated clearly when I renewed my contract with Virgin. I've been a loyal customer for years and have never faced such charges before. I feel misled by Virgin Mobile's lack of transparency regarding the inclusion of 'picture messages' in my plan.

I have been living in the Caribbean for a year now and have been unable to use my mobile number - 07[redacted]45. The issue is that this number is linked to all my cards. Consequently, when I need a one-time passcode, I cannot receive it causing a lot of inconvenience. I have faithfully paid my contract for over a year while abroad but have received no assistance for my loyalty. Now, I am being told to contact Virgin, but I am unable to use my mobile. In [redacted], during a 6-month stay in the Caribbean, I incurred high charges as the SIM was in my phone despite purchasing a local SIM. I am seeking assistance with this situation. Please help! 😫😫😫😫

Hello, I have been experiencing issues for several months now when I try to open Google search results. I keep getting an error message that says, "www.googleadservices.com’s server IP address could not be found." I have reached out to Virgin for assistance, but they have been unable to resolve the problem. Recently, when looking for alloy wheel repairers, I encountered a message from one of the websites I clicked on saying, "The owner of this website (thealloyrepairspecialist.co.uk) has banned the autonomous system number (ASN) your IP address is in ([redacted]) from accessing this website." I suspect it may be related to DNS configuration issues, but I haven't been able to find a solution with Virgin's help. Even a Virgin engineer I spoke to before was unable to fix it when I mentioned it during a previous visit. Any help is greatly appreciated. Thank you, Tony

My Virgin Oomph contract ended on 17/4/23 and got renewed the same day, but not Oomph. This caused a complication with my mobile service, which I resolved today, 20/4/23, by getting a new phone tariff contract. I had contacted [redacted]1 during the issue, but due to a credit problem on my phone, I was prompted to top up £25 to use it immediately. With the new contract in place now, everything is sorted. However, when I mentioned the previous top-up on the 18th, the representative had no record of it. I'm wondering if the top-up is lost.

On April 26th, I received an email regarding my upcoming move to O2. The email stated that my contract for number [redacted]3 will end on May 20, [redacted], and my new price will be £6.15 with no change in services. However, I have not received similar information for my wife's number, [redacted]3. My daughter, who is also on a My Rates/Mates Rates package, got a separate email confirming her new plan starting June 6, [redacted], for £6.15 per month with 100GB data. I would like to inquire if my wife's number and mine can be moved to the same package my daughter is on. I tried calling customer service, but the agent was unable to assist due to the complexity of legacy plans and the Mates Rates system. I would appreciate discussing this further with someone knowledgeable about Mates Rates. Thank you. - C. Evans

I have been experiencing various issues with Virgin Mobile recently. Firstly, I updated my contact information including my address and email, but when I try to sign in, it redirects me to my old NTL email that I haven't used in years. Secondly, my phone is displaying a message stating it is not recognized or registered on the network, which has prevented me from making calls for days. I would like these problems resolved. If not, please provide me with information regarding my remaining contract so I can settle it. Unfortunately, I am doubtful I will receive a response as Virgin Mobile has not been very responsive in my past experiences. I hope to hear from you soon. Best regards, P. Chamberlain