It is unbelievable! For them to insist it is nothing to do with them but not tell us the solution is incredible! To actually say their only task is to supply a SIM and collect the cash.........I am sure Richard Branson would not like his reputation blackened in this way. I think we should write to him en masse. His secretary has been very useful to me in the past!
Originally I wanted compensation for my 15 or so wasted phone calls/time etc. Now I'd just be happy with a response and to know that the staff had been educated so they know what advice to provide to customers.
I don't know where the Virgin Mobile staff are based or what the level of competence is, but at a guess I'd imagine the same staff are probably supporting numerous other companies and have no real incentive to actually help us, and probably lack the skill set to do so.
For example my girlfriend has been waiting for her voicemail to be fixed for a number of months now. The only advice the phone staff have is to switch it off and back on again, and to try to dial a certain number etc.
But I suppose we get what we pay for. We pay peanuts for this service so sadly we get monkeys!
Goodbye Virgin! Not au revoir as I won't be back. EE did what they said they would do in just 24 hours. Am now connected to Vodafone and my number will be ported overnight. Virgin Customer Service - NON EXISTANT!
Just joined to say that I also had success going to EE. They stated that my phone will be unlocked in 48 hours and it was £8.99. Hope it goes through smoothly, and thanks to those that suggested this. My phone was bought at Currys SIM free last April, and used with an existing Virgin Monthly SIM for a few months last year.
I'd like to add to keep at it though. I spoke to 2 people that didn't know what I was talking about, but the third (In the Newcastle call centre) had me sorted immediately!
I can across this forum while looking at solution for myself. I bought an unlocked brand new iphone se. The phone locked to Virgin after I inserted virgin sim.
After contacting virgin customer service they adviced they have filled out unlock request form. Now 5 working days have passed my phone is still locked I am so frustrated. I am paying virgin as well as another provider and am unable to switch sims. Help 😭
Just to confirm mine has been unlocked by ee too finally, within 24hrs. Virgin did attempt, however after 10 days I was told because the phone hasn't been purchased from them they don't have unlock codes. They do unlock their own phones.