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phil_GT
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Battery failing within contract

Hi there all

Could you advise Virgins stance on repairs to mobiles whilst still being in contract

My mobile has started acting up its an Xperia z1 and battery appears to be faulty

The battery goes from 30% or so to dead within a few minutes

This has only just started to happen and I'm hoping Virgin don't charge to fix as I've still got 6 month before my upgrade

Any advice would be appreciated

Cheers phil
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Forum Team (Retired) Mat_H
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Message 2 of 7
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Re: Battery failing within contract

Hi Phil,


Thanks for posting Smiley Happy

 

Our phones will have a 2 year warranty on them. If the phone has no phsical damage without any software mods, we will repair this free of charge.

 

Before doing this, do you know if the phones software is up to date? Can you also let me know if you're using the official charger? If all seems okay on those fronts, the phone may need to come in to us.

 

To book this in for repair, you can do this by logging into your Virgin account here and going to Plans and Devices > Device Repair.


You can also call us on 789 or 0345 6000 789 and we can get on the case.

 

Thanks,

Mat

 

 


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phil_GT
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Re: Battery failing within contract

Hi there

The phone has the most upto date software possible according to the phone

Both original Sony charger and a Sony magnetic charger have been used and still the same symptoms

Phone has no physical damage other than the usual scratches

Any idea what the usual turn around time is when a phone is sent off for repair?
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enlli
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Message 4 of 7
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Re: Battery failing within contract

Have you checked is there is not some rogue software draining it?

If you go into Settings/Battery consumption should be listed.

I had a program upgrade and then constantly drain the battery

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Forum Team (Retired) Mat_H
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Re: Battery failing within contract

Are you also running multiple apps at the same time or are they all closed Phil?


Let me know when you can!


The whole process including the wait for a repair pack and getting the phone back shouldn't be any more than 10 working days.


Thanks,

Mat


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phil_GT
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Re: Battery failing within contract

thanks for the replies everyone

there wasn't any apps being reported by the phone as killing the battery.

it literally just fell off the cliff, it wasn't a steady reduction in power.

turned out since posting this anytime between 50 - 30 % the power would instantly just hit 0 and power off

Virgin sent out packaging this morning to return the phone, so its just a waiting game to get it back now.
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Forum Team (Retired) Mat_H
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Message 7 of 7
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Re: Battery failing within contract

Thanks for the update Phil Smiley Happy

 

It certainly sounds like a battery issue! We'll be sure to get this sorted for you as soon as possible.


Thanks,

Mat


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