Virgin mobile [ Edited ]

[dacjaffa]

Hi we recently were sent a flyer through the post advertising a virgin blackberry phone. We ordered one on thursday for the £8.99 a month plan for our daughter, The phone was delivered the following day only for us to find out the phone has a PAYG sim card in it, After numerous calls to virgin we was told it can take upto a week for the phone to be changed over from PAYG to contract. Our daughter cant use the blackberry messenger and some other features until the phone is on contract. Is this normal practice for virgin media?. This is the 2nd disapointment from virgin, before xmas i upgraded my net to 30mb and was told a hub would be sent out on the 4th of january, it never arrived, i was told it would arrive tomorrow so fingers crossed. Back to my orginal problem does it normally take a week to swap a phone from PAYG to contract?

[Trickiejohn · Accepted solution]

No it can normaly be done in arount 15 minutes

[dacjaffa]

Cheers for the replie trickiejohn, ill get in touch with them yet again today to see of they can hurry things along with this sim card. We need this mobile to keep in touch with our daughter and for her to keep in touch with us. i feel virgin media are letting us down by takin so long to correct a problem what should not have exsisted

[Trickiejohn]

Call soon after 8am less chance of a call queue

[dacjaffa]

Hi again, been on touch with virgin yet again over this mobile, they still not got it on contract, they say they have to do it manually and it may take another 2 or 3 days. They have knocked a massive £3 off the 1st bill, how very nice of them and gave her some free texts and minutes to tide her over until its sorted. Not the reason why we bought this phone as we got it for blackberry messenger which dont work.

[Trickiejohn]

Sorry to hear that

BB service will only wirk when the conract is on correctly as they are unable to just "add" the service

[dacjaffa]

Yea the problem is the sim card, this has put me right off getting another mobile from virgin, i never thought a phone could cause so much hassle to sort out lol

[Trickiejohn]

sonds very strange to eme

I would call and ask for more info on what has gone wrong

Virgin can and do make these changes on a regular basis, but if there is an underlying issue then it can be delayed for quiter a while.

I would ask why then speak to retentions with a view of cancelling ifyou are not getting sound honest and timely info

[dacjaffa]

Hi is there anyone from this forum who works for virgin mobile be able to shed some light on this problem?. Nearly 7 days after getting the phone it is still on a payg sim,When i phone virgin mobile i get told an email has been sent off to the technical department and they are working on it. I cant see how it would take this long to swap a payg sim to contract, which is what we ordered in the ist instance, I am a long standing virgin media customer who has a multiroom tv package broadband and land line and im been treated like i dont mean anything to virgin. I can pm you the mobile phone number, my landline number,my account number anything for us to be able to use this mobile as it was ordered for. The direct debit for the phone contract hasnt even been set up yet, come on virgin media sort me out please.

Edit to add im on the phone now to them.

[dacjaffa]

We may be getting somewhere with this phone, been in touch with a uk call centre today, spent quite a while on the phone and the lady i spoke to was marvelous, she said that in the morning she will contact us to activate BB messenger, i used this phone number to contact virgin mobile 0800 5196832, i must say the lady we spoke to was amazing