Mobile rewards are missing.

[gromit]

For every £100 you spend with Virgin Mobile you get £10 in reward to spend off a new phone, upto £100.
The last time I checked I had £20 & must be coming close to £30 now.
I checked today in my account on line & have nothing!
Has anyone else had the same problem?

[Kymmy]

If it's anything like the same Orange offer (£1 for every £10 topup) then they have a time limit on the rewards.. Could you have gone over that?

[gromit]

Originally Posted by Kymmy

If it's anything like the same Orange offer (£1 for every £10 topup) then they have a time limit on the rewards.. Could you have gone over that?

£20 was there when I checked at the end of last month & I've just looked through the terms & conditions - can't see any time limit, just the £100 max reward.

[PBL]

I've seen the same issue, around a week and a half ago it was showing £20, now nothing. The same thing happened last month, so I suspect it may be related to the billing cycle.

Each £10 of reward expires 2 years after you gain it, and I was consistently spending aroun £10-£15 a month 2 years ago, so I would not expect the whole £20 to expire at the same time.

Before anyone asks why I'm repeatedly checking it, im trying to decide whether to get another PAYG handset, or stump up for the X10 mini pro on a contract.

[gromit]

Originally Posted by PBL

I've seen the same issue, around a week and a half ago it was showing £20, now nothing. The same thing happened last month, so I suspect it may be related to the billing cycle.

Each £10 of reward expires 2 years after you gain it, and I was consistently spending aroun £10-£15 a month 2 years ago, so I would not expect the whole £20 to expire at the same time.

Oh, so hopefully if I check again soon, it'll be showing back there?
Anyone else encountered this?

Meanwhile I've sent "The Team" an email asking them to explain.... I'll let you know their reply.... In upto 5 days

[ukbelfast]

Same thing happened to me when I was expecting to still have over 60GBP in rewards. Disappeared! Also dispatched email to VM "TEAM" but don't expect much satisfaction.

[gromit]

Finally received a reply from Virgin about my missing rewards :

Thanks for your email to Virgin Media about your Crave upgrade allowance.

We're concerned to hear that your upgrade allowance is not longer viewable, we can certainly understand how frustrating this can be.

We can confirm that we're currently experiencing an IT issue with some customers accounts no longer showing how much Crave allowance they have.

We're currently aware of this and our IT department is working on the issue as we speak.

While we currently do not have a timescale for the resolution, we confident that everything will be as it should be in no time at all.

Thanks for taking the time to write to us.

My account still shows nothing even though I know there is at least £20 there. I just hope it shows back again soon

[gromit]

Just to say, today (1 week later) Virgin must have fixed their "IT issue" because the rewards are showing back in my account

[Dexstroyer]

Not knowing anything about the rewards can someone please explain to me,

I have 2 numbers on the same account (contract) and when I log in and select one of the numbers, then the "my rewards" I just see a page which contains the following headers:-

Fancy a new phone?
Trade in your phone and get more
Ring in the change
Trade in your phone and donate the proceeds
Put your mates out of their misery

My spend on the account for both numbers is around £45 a month since last September,

Cheers