Virgin Mobile V Disappointing

lottiegee · 03-11-2011, 13:34

One month ago we went to the Virgin shop in our town centre and via the shop phone, ordered new phone for my daughter and altered her contract enabling her to have 200 mins, unlimited txts and 1gb web access, we agreed price with guy on phone who was very helpful. New phone arrived 2 days later, daughter happy, me happy!

Not happy since then tho, when I read the paperwork that arrived with the phone, the price was more expensive than the one agreed and web access was not listed. Haven't been able to access online account, haven't been able to speak to anyone by phone seeing as every one of my 10 calls (charged at 10p each) have been cut off. Did get through to someone once but got cut off mid-sentence, no-one rang me back even tho they had my number. Virgin have taken the money out of my account though!

I've emailed 'the team'! and the reply was it may take up to 5 days to get back to me. What a joke. Been with Virgin for several years but am gona cancel everything and go to another company. Can't believe they are getting away with treating customers like this.

devilincarnate · 03-11-2011, 14:05

I would advising going back to the store and taking the paperwork that you have received with you. See if you are able to talk to the same person in the store that sorted out the new phone for you.
They will be able to call from the store for you, So it is not costing you more money.

lottiegee · 03-11-2011, 21:23

Cheers for that suggestion, I did actaully order the phone and new contract via the store telephone, the shop staff didnt get involved at all. Your idea is definately worth a try though.

devilincarnate · 03-11-2011, 22:17

When I worked for o2 that is what normally happened as the store had to call up. So that they could check all the details, Then they were able to process the new contract.

When anything like what you are experiencing we always advised going back to the store.

Hope you get it sorted and please let us know how you get on.

lottiegee · 13-11-2011, 10:20

Quick update on my first post, after finding an email address on this site for the ceo of virgin media, I sent an email and was contacted the same day and everything was sorted by an extremely helpful advisor. What a relief it was and this site has been so useful as this is where I found the info I needed, just shows with the right information things can be sorted out in the end. Thanks for all advice given.