Ridiculous mobile scenario - I'm fuming.
 

So. Last week sales called me with an offer.

-Change to a new 24 month plan. 100GB data. Get a new phone (Samsung A32) and I'll end up paying £1 less per month.

Seemed ok so I went for it. The sales operator explained that my new phone arrives on August 13th. I thought that's ok, I'm in no rush.

Friday - I sign the new agreement electronically.

- Saturday, I see a little message pop up saying my new plan has started. Almost immediately after this, my signal drops, I am unable to connect to mobile data, and a little 'R' has appeared over my signal bars.

-I call Virgin media up, explain that my new plan has likely made my sim card drop out and the operator says take the sim card out and give it a wipe. Then says sorry and puts me on hold. For 25 minutes. I hang up, I have 2 kids that need feeding.

-Contacted VMedia on Twitter, and after an hour conversation, they said go to the forums they might have a solution there!

-Called again and they say I need to wipe the sim card with a cloth. Of course it doesn't work, it's a registration problem, I can tell that because of the timing. I go through about 6 different settings, give her the sim serial number and finally get told to switch roaming data on, and switch to Vodafone network. That gets me on roaming but still no virgin signal and no mobile data. I'm told it will now sort itself out ok, and I will be able to get on mobile data and phone people.

-This morning - no joy, still no signal, little triangle warnings noting loss of connectivity, no mobile data at all. No nothing.

I ring VM again and they say take the sim card out and give the serial number, give it a wipe etc. By this point I am just going insane. I can't get on any network. The operator contacts the faults team and FINALLY, after nearly 3 days, comes back with the answer......the sim has been deactivated, at their end because they need my new phone upgrade to take place before I am switched over to 5G and Vodafone service. So I have to wait until I get my new phone.

But my phone doesn't arrive until August 13th. That's nearly a month away. At this point I just said this was unacceptable, and wanted to escalate it. Operator said that will do nothing as there is nothing they can do. Sim cannot be reactivated, 100% need the new phone upgrade to happen before I am on a virgin network. WHY didn't the original sales person realise I'd be without a phone service until 13 August?

They can't re activate my sim. But...... they can send me a phone tomorrow if I pick a new one. I don't want a nokia I want a Samsung. So in the end she said you can cancel the new upgrade and she can send me a new sim card that will arrive in 3 - 5 days which 'should work on Virgin network'. Awesome.

That will be no mobile phone service for nearly a week, through absolutely no fault of my own. I wish I never upgraded and am now stuck with this new contract which I signed for 24 months when in all reality I would have left Virgin due to this appalling scenario. Fuming.

Re: Ridiculous mobile scenario - I'm fuming.
 

This isn't to dispute anything you've posted based on what you've been told, but I'm not sure what has happened there.

Since Virgin Mobile moved to the new purple SIMs, there should never normally be a reason that a new phone requires a new physical SIM card - unless the device needs a bigger SIM size than the one you're currently using. This rarely is the case in 2021.

Based on what you've said it seems your existing SIM moved from the EE radio network to the Vodafone radio network ahead of your new device arriving and your new airtime plan starting. However that shouldn't have deactivated the SIM in your existing device.

With it saying 'R' it seems that it is working, but in a way that your current device doesn't like. Specfically your current device seem to be treating the SIM as if on a roaming network, which could also explain why data doesn't work as that's usually switched off for roaming by default.

What is your current device? How old is it?

If your upgrade has been cancelled then you will be back on your existing contract term. Any new term based on the new airtime plan and device will not apply.

Re: Ridiculous mobile scenario - I'm fuming.
 

Thanks for the reply. Existing device is a Samsung A50. It's approximately 20 months old I think

The operator said I have signed the new plan agreement so am bound to it for another 24 months. It's only the device upgrade that has been cancelled. My mobile web plan still says the new tariff.

I have no idea who has deactivated what really, but at the end of the day I'm left with no mobile phone service through no fault of my own.

Re: Ridiculous mobile scenario - I'm fuming.
 

That device shouldn't have had any issue moving across. Again I do not understand what's happened with the SIM there. Virgin Mobile have moved lots of customers over from the EE to the Vodafone network without issue, myself included.

But when you take a Freestyle plan and device contract, the term for the SIM and the airtime plan is 30 days. It's the device loan which has the 24 or 36 month contract. The only time you have a SIM with a contract of that length is when it is sold as a SIM Only plan, which would be a different price.

Re: Ridiculous mobile scenario - I'm fuming.
 

£12 off my bill for the inconvenience

Re: Ridiculous mobile scenario - I'm fuming.
 

I won't bore you with the farce that I had with Virgin Mobile, but after being with them for donkeys years I have now left because they became impossible to do business with. That foreign based call centre is an absolute joke.

£12 seems stingy for all the hassle, I received an out of court settlement for going on £200 and I was never left without a phone service!

Re: Ridiculous mobile scenario - I'm fuming.
 

You are still in your cooling off period though so you can cancel everything if you want

Re: Ridiculous mobile scenario - I'm fuming.
 

That's good advice, I'll look into that. Just praying this new SIM card actually works.

Re: Ridiculous mobile scenario - I'm fuming.
 

you got 14 days from date of agreement so you will need to make your mind up. Statutory rights

Re: Ridiculous mobile scenario - I'm fuming.
 

if you are in your cooling off period, request a PAC and switch terrible service.

Re: Ridiculous mobile scenario - I'm fuming.
 

Update: Phoned to cancel my plan as I am in my cooling off period. Operator didn't seem to know what I meant. Finally realised and he then tried to sell me a cheap renewal at a better rate. I explained I just want to revert to my old tarrif plan that has about 5 months left.

He then said that is not available. I am unable to go back to my old plan. I have to sign a new plan that locks me in for at least 2 years.

At this point I was very nearly losing my rag. I said it's unacceptable. Tried to raise it to a manager but none available. Virgin are apparently phoning me on my landline 'soon'. But I have little faith.

I will never, ever use virgin mobile again.

Re: Ridiculous mobile scenario - I'm fuming.
 

So nearly moved to virgin .This has killed that idea.

Re: Ridiculous mobile scenario - I'm fuming.
 

I moved a few months ago and do not regret it so far.

Mind you to get me to they did give me a free 5GB Unlimited calls and texts sim deal for 18 months hehehe. If they refuse to renew that deal I will just take my number back to giffgaff

Re: Ridiculous mobile scenario - I'm fuming.
 

This is exactly what they're like. When you try to cancel, their ability to speak pigeon English suddenly worsens & they don't understand you. Ask to speak to a manager and it's either "There's none available" or the unoriginal "They're in a meeting".

If this hasn't made you go away they will offer a callback to get you off the line (or the line conveniently gets cut off).

The promised callback never materialises, so you ring them back and have to go through everything again, only to go through the same old scenario where you are sat waiting for a call that, by this time, you know is not going to happen.

---------- Post added at 13:10 ---------- Previous post was at 13:03 ----------

Nice one :D Be watchful of your bill though as I was offered something similar with some account credit too. I found that whenever I made a call inclusive of my unlimited free minutes, it was knocking them off my credit (I had intended to use these for calls to non Virgin mobiles that weren't included).

That offshore call centre couldn't or wouldn't see what the problem was!

When I was finally able to dump them, I was able to take my number with me as i'd had it for donkeys years

Re: Ridiculous mobile scenario - I'm fuming.
 

got the zero charge cap in place in the settings

---------- Post added at 13:17 ---------- Previous post was at 13:15 ----------

Just leave and go onto giffgaff and take a new number

They should never have ended your previous package till they could start your new one. This is truly awful service

Re: Ridiculous mobile scenario - I'm fuming.
 

Wouldn't that cost me a fortune? With around 5 months left?

Re: Ridiculous mobile scenario - I'm fuming.
 

If they can not supply you with what you are contracted to how can the contract be valid? well that is my arguement anyway

Re: Ridiculous mobile scenario - I'm fuming.
 

I moved to Sky well over a year ago now, never looked back.

Re: Ridiculous mobile scenario - I'm fuming.
 

Have 5 girls living with me at the moment .don't ask but thanks covid . And student landlords. All say that giffgaff and smarty ? Are slower than the parent company . Lost me after a few minutes. 2 votes O2 one liked Tesco and the 2 went for EE l give in !!!!!

Re: Ridiculous mobile scenario - I'm fuming.
 

New SIM card arrived today.

Hands up who thinks it worked?

Re: Ridiculous mobile scenario - I'm fuming.
 

No or you would not have asked

Re: Ridiculous mobile scenario - I'm fuming.
 

Course it didn't. Virgin are absolutely flummoxed as to what the problem is. I just spent 89 minutes on a call to an agent. Half way through the call, she suggested I take the SIM card out and wipe it. I started crying.

---------- Post added at 13:11 ---------- Previous post was at 13:01 ----------

The wife's phone works fine on an EE tower. I put the sim in hers and there's a vastly reduced signal, no mobile data, BUT there is 'Virgin' under Network operators which isn't the case on mine.

They've suggested that the phone may have been corrupted and it's just a massive coincidence that it happened at exactly the same moment that I got a text saying my plan had changed last Saturday morning. This all despite 2 previous virgin agents admitting to me that my service / sim was deactivated last week and couldn't be restored. They have said to factory restore my phone and wait for a call back from a manager.

Re: Ridiculous mobile scenario - I'm fuming.
 

New SIMs are on the Vodafone radio network, not EE which is why the signal is different. Mobile data should work still though as long as the phone has the Virgin Mobile APN settings.

On your A50 if you go to Setting > About phone > Software information what's the 'Service provider software version'?

Re: Ridiculous mobile scenario - I'm fuming.
 

saomc_sm-a505fn_oxm_btu_rr_0006btu/btu,btu/btu

Re: Ridiculous mobile scenario - I'm fuming.
 

That rules out the thing I was thinking in that had firmware from another region on it which is why it was thinking that the SIM was a roaming one.

But 'BTU' is the version Samsung issue in the UK as SIM free/unlocked so should be fine for any Virgin Mobile SIM.

Re: Ridiculous mobile scenario - I'm fuming.
 

Thanks for trying. Registering on Virgin network improves my signal a bit now. Even though the agent said I should be on Vodafone network. But the vodafone reception is nil and the R appears over the signal bars again.

Mobile data has not worked since Saturday morning.

I may just phone giff gaff up and ask them what they can do for me. Even if I have to pay in full for my handset contract to be up it will mean I am off this godforsaken carrier.

Re: Ridiculous mobile scenario - I'm fuming.
 

With a Virgin Mobile SIM, it replaces the radio network it uses in the manual network list.

So for SIMs on the EE network, you won't see EE in the list as that's what Virgin Mobile will be, but would see Vodafone.

For SIMs on the Vodafone network, you wouldn't see Vodafone, but would see EE.

Re: Ridiculous mobile scenario - I'm fuming.
 

you can just do giffgaff through the web they send you a sim you choose a goodybag and you are set

If you are still in the cooling off period you will not have to pay VM anything. Plus it is not working so again they are in breach of their aspect of the contract as they are not providing you a service

Re: Ridiculous mobile scenario - I'm fuming.
 

They have denied this though and are now saying the problem looks like a faulty phone.

I'm back on a rolling tarriff now at least (cancelled the 100GB plan as was in the cooling off period) - although that doesn't start until 17 August apparently! As that was the earliest they could change it.

I'd really prefer to keep this number, as it's used on so many of my things.

Re: Ridiculous mobile scenario - I'm fuming.
 

put the sim in the phone that worked a bit and get your pak code. Order the giffgaff sim and when it comes and activated use the pak code to change the number

Re: Ridiculous mobile scenario - I'm fuming.
 

Ok went to Tesco's staff said would be VERY happy to setup a SIM free phone if l took out a contract with them . And if any problems later just come back .Wish l thought to record it !

Re: Ridiculous mobile scenario - I'm fuming.
 

I wonder if the R stands for 'Restricted service' because it's not locked to a network ie 999 calls only?

Re: Ridiculous mobile scenario - I'm fuming.
 

R soles at VM support more like ;)

Re: Ridiculous mobile scenario - I'm fuming.
 

:D :D :D

Re: Ridiculous mobile scenario - I'm fuming.
 

Did you get to keep your number?

Re: Ridiculous mobile scenario - I'm fuming.
 

ok now highlight the bit where it says they will disconnect the number till you receive the new phone. Oh you cannot cuz it is not there ;)

Dunno why you felt the need to highlight those points tbh

Re: Ridiculous mobile scenario - I'm fuming.
 

Still not been contacted by either a manager or somebody replying to my official complaint.

This morning I received a bill for £36 for all the calls to customer care I had made from my Virgin Media landline.

This company is ****.

Re: Ridiculous mobile scenario - I'm fuming.
 

These calls should be free from a VM landline. Did you dial 150?

Re: Ridiculous mobile scenario - I'm fuming.
 

Nope, you never do. This happens to so many people that it cannot be a result of poor service alone, it must be a deliberate ploy to grind you down, make you give up and go away.

If you call them to complain, you will be given another empty promise of a call back that won't materialise and on and on and on it will go. If you insist on immediately speaking to a manager as a result of this or don't just meekly go "OK then", they will tell you to stop calling/suddenly lose the ability to speak the limited English that they have/tell you you have nothing to complain about/say you've previously been told to stop calling. Their false scripted niceties will end at this point, which you will notice from their tone of voice.

The phone will then be slammed down on you.

Record everything and use it as evidence to eventually pass onto your solicitor or CISAS.

Re: Ridiculous mobile scenario - I'm fuming.
 

No, thought that was from mobile phones only :doh::

https://www.google.com/search?q=virg...&oe=utf-8&aq=t

---------- Post added at 14:39 ---------- Previous post was at 14:23 ----------

Well I am going away. Permanently.

Re: Ridiculous mobile scenario - I'm fuming.
 

Good on you, I ended up leaving too. They are impossible to do business with in a professional manner.

Re: Ridiculous mobile scenario - I'm fuming.
 

I switched to giff gaff today. Within 4 minutes of switching SIM cards I turned on mobile data and guess what I had a 4g signal! Wow.

That'll be the mobile data signal that I've been paying for but couldn't get under Virgin because they claimed I must have switched something off on my end and I needed to factory reset my phone or buy another phone. Absolute scumbags.

Anyway - I've swapped numbers via PAC code process (taken my number with me to Giff Gaff) - do I also need to close my account on Virgin Mobile or will it do it automatically as my number is no longer held with Virgin? Thanks.

Re: Ridiculous mobile scenario - I'm fuming.
 

I had four numbers on my mobile account, but moved two of them to Sky a couple of years ago.
They simply vanished from the account. I assume when I move the others, they will do the same - so the account will simply be empty.

Re: Ridiculous mobile scenario - I'm fuming.
 

When you port out your number it automatically closes your account, unless you still have other numbers active on it.

Re: Ridiculous mobile scenario - I'm fuming.
 

So you have O2 service . Vince please note :D

Re: Ridiculous mobile scenario - I'm fuming.
 

Most likely Vodaphone.

Re: Ridiculous mobile scenario - I'm fuming.
 

Googled the question what provider supplies. Giff gaff answer was O2 .stand corrected :)

Re: Ridiculous mobile scenario - I'm fuming.
 

Oh yes, everything that goes wrong will always be your fault.