I have called for some Tech Support today for my mobile, as keep getting "emergency calls only". This has increased in last 2 weeks so suspected maybe works in area. However, told no works and network coverage is poor in my area, even though I am just 2 miles from Wolverhampton City Centre. I asked to speak to Technical, but they refused to speak to me. Then I was told that I could cancel my contract but keep paying for my handset. When I was eventually put through to the Contract department (65 mins later), I was told I could cancel my contract. But I do not want to cancel my contract as other providers are more expensive. I just want to speak to someone who can help resolve the network issues. Think I would have more chance of getting to speak to the Queen!! Not happy!!!
I'm assuming you're aware that Virgin Mobile uses the EE network for it's coverage, so (customer service issues aside) what you need to know is whether EE have any coverage issues in your area. Apart from asking anyone who uses EE/Orange/T-Mobile if they have coverage, have you checked the EE status checker for your postcode?
Thanks for your comment. I have checked the coverage in my area and know its an issue with the EE mast, its been on going for months. But as a Virgin Customer I am unable to speak to EE direct and would expect Virgin to do this on my behalf as my contract is with Virgin and they are my provider. Unfortunately they do not seem to be willing to do this.
In this case Virgin are completely at the mercy of EE. Also, EE it seems are fully aware of the fault and there must be a good reason why it has not been fixed. Virgin will not be able to speak to EE on your behalf to hurry things along.
Virgin have offered to cancel your contract, which if you have been with them more than 14 days they are not obliged to do.
I fully agree that Virgin are not obliged to offer me a cancellation. But cant understand why they are unable to speak to EE. Virgin are paying EE to provide network service, so why shouldn't they be able to discuss Network Issues. EE would not speak to me direct, as I am not one of there customers. Don't think its unreasonable to ask Virgin to do this
As poor-a-show as this may be on Virgin's part, if you want to have a "direct" route to the network provider in situations like this, then you really should contract "directly" with said network provider - in other words, I would see this as an inherent issue with using an MVNO.
Mind, I'm slightly surprised for EE to have a "total outage" in such an area - and I dare say it's highly inconvenient for them and won't be without valid reason.
Got told via Customer Service, as Technical refused to speak directly to me on two occasions, that there is nothing that can be done as our area is in a so called "blackspot". So unfortunately, after being a Virgin Customer for 15+ years, I am having to cancel my contracts and try else where. Its a shame, as in over 15 years of being with Virgin I have never had such poor service as these last 2 weeks.
I am genuinely puzzled. You have been made an offer (twice) by Mat_H of the VM Forum Team to look into this for you and check coverage against your postcode. Instead you have decided to cancel. I'd have taken up Mat_H's offer like a shot. Still no accounting for taste.
Superuser 2016/17 Use Kudos to say thanks Mark answer as "helpful" only when the problem is solved Please don't send me private messages unless I ask you to. I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.