I signed up for a £13 a month contract with Virgin mobile for an LG spirit and ported my number from o2 on the 27th of July 2015.
From day one the handset was faulty (heats up and is immensely slow) and the service unsatisfactory (1 bar of 3g signal that cuts out consistently). Recently recieved a replacement ( boot looping so another faulty handset).
The big problem occured when I tried to cancel and generate my pac code I started on the 28th of July 2015 and didnt even get a resolution till the 30th of July 2015 too which the reply I got from the advisor was sorry our system will not let you cancel and generate a pac code.
So I went ahead and contacted ofcom who forwarded a complaint to Virgin mobile I then recieved a phone call from a ken dugdale at Virgin mobile stating that I will have to wait up to 30 days to cancel and generate my pac code and that he will make the bill free of charge during this period so I requested a phone out of goodwill so I could use this provided service up until it is cancelled he went ahead and sent me £20 which is still to be recieved in my bank account stating that this is enough for a smartphone (we all know that it really isn't so I have sent an email listing the resolution I want and that I will be contacting the ombudsman to log this complaint and seeking legal action upon no desired resolution) I asked for an equal value handset and compensation for the stress caused by hours (about 12 so far) speaking to there rude customer service agents.
I contacted the ombudsman and now am awaiting a reply.
@gorf I ported on the 27th and when I signed up for the contract they told me the coverage checker said 5 bars 3g excellent coverage my contract started on the 27th and they will not allow me to cancel and port believe me I have tried
@ForumTeam need to look into this because it's time sensitive.
If your contract started on the day you transferred your number, you are within your cooling off period. Whoever told you that you can't cancel is simply incorrect. I'll flag it up for the team on another forum...