I was due to be transfer to O2 overnight on the 4th October. I woke to an email saying the transfer had not been successful but that I didn't need to do anything, you'd keep trying. I was later informed that my Virgin contract would be cancelled as of 1st November, I therefore assumed that the transfer had occurred as planned. On the 1st November, I was cut off with no mobile service.
I called customer service who told me my only option was to have my original number resurrected but that this could take 7 - 10 days. They offered to connect me to 02 so that O2 could provide me with a temporary SIM. I declined the optional SIM as I do not want an additional number, I need to retain my original number. I therefore agreed to wait for the number to be resurrected but asked for a manager to contact me as I was not impressed by the lack of service.
Three and a half weeks later, I tried to contact customer services to ask why nothing had happened. After 45 minutes on hold I was informed that it may take up to 2 months for my number to be resurrected as you'd been having lots of problems. I again stated that this was not acceptable and was then cut off. After a further 60 minutes of being on hold I gave up.
I'm now over three and a half months later, still with no update or contact from Virgin, no resurrected number and therefore no phone service. I cannot use any of your online enquiry services as I no longer have a virgin account so therefore cannot log in and I spend hours on hold to customer service with nobody answering or no-body able to help when they do eventually pick up. I'm beyond frustrated and will be raising a complaint to Ofcom if this is not resolved by the end of this week.
Laura
