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mhairiraitt
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Message 1 of 8
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New customer porting/account issue

Hi,

I signed up with Virgin on 18/03 and received my handset yesterday. When I called to port my number from Tesco mobile I spent 2hrs on the phone with an advisor who told me firstly I had no account with Virgin then my sim was PAYG and wasn't activated (even though I was calling using it) then I was informed that my Virgin number didn't exist. After 2hrs & being transferred to 3 different people I was hung up on.

How do I go about cancelling my contracts with Virgin mobile? I am still within my 14 day cooling off period and can't stomach another lengthy call to the Indian call centre simply to get my number ported.

Thanks

Mhairi

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enlli
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Message 2 of 8
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Re: New customer porting/account issue

Phone 789 and select 'Thinking of Leaving' 

I would suspect they will end up sorting it out

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mhairiraitt
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Message 3 of 8
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Re: New customer porting/account issue

Hi,

I've done that but they can't find an account for me so can't help.

Don't know what the next stage will be, Customer Services can't help, retentions can't help, I've emailed Virgins exec team and had no response.

I suppose the next step is cancelling the direct debit.

Thanks

Mhairi.

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Superuser
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Message 4 of 8
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Re: New customer porting/account issue

Hi Mhairi,

sounds odd this.

Have you tried calling and speaking to the Cancelation team directly:
0345 183 1150 open Mon-Fri 8am-8pm, Sat 9am-5pm, Sunday Closed.

AlexKid :-)

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Answered your question? > click 'Mark as Helpful Answer' also.

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mhairiraitt
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Message 5 of 8
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Re: New customer porting/account issue

Hi AlexKid,

Yeah, I've called Customer Services twice now and Cancellations.

Cancellations can't cancel as they can't find the account & don't recognise the number VM provided me with. No idea where to go with this now.

Thanks

Mhairi

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Forum Team
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Message 6 of 8
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Re: New customer porting/account issue

Hi Mhairi,

 

Welcome to the community and thanks for posting. I deeply apologise for the troubles you've had trying to port your number from Tesco Mobile.

 

I've managed to find you and I can see we've had an issue with the account that has required intervention from our IT team. I see there is an open complaint for this so the team will make sure everything is done for you.

 

Feel free to let me know how it all goes.

 

Thanks


Rich
Forum Team
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mhairiraitt
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Message 7 of 8
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Re: New customer porting/account issue

Thanks Rich,

Unfortunately I am no further forward. I received an email advising me that someone would be in contact to resolve the issue on Thursday however I have heard nothing since.

I am now concerned that I am 3 days away from the cooling off period being over & nothing has been done. No-one can find my account or port my number.

Really, all I want is someone to call me to sort this. All I want to do is port my number across from Tesco.

Thanks

Mhairi

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Forum Team (Retired) Mat_H
Forum Team (Retired)
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Message 8 of 8
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Re: New customer porting/account issue

Sorry to hear you've made no progress Mhairi. I want to get to the bottom of this for you.

 

I've sent you a PM detailing the next steps. You can view this by clicking the purple envelope in the top right.

 

Thanks,

Mat


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