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sunbeam15
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PAYG customer - I am unable to purchase a travel pass by texting 23456

I followed the instructions to purchase a travel pass by text message

I have enough credit to cover the travel pass.

I have changed my iPhone setting to allow roaming.

I opened an account online and registered.

I sent the following SMS BUY 250MB to 23456.

I received the following message in return.

Whoops! Looks like we couldn't process that.

I have tried several times.

I am leaving for Berlin in the Morning and need mobile data.

Any ideas?

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Superuser
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Re: PAYG customer - I am unable to purchase a travel pass by texting 23456

Hi sunbeam15,

you could give Virgin mobile customer services a call on 789 from your Virgin mobile or 0345 6000 789 from any other phone and see if they can activate the pass for you.

AlexKid :-)

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Superuser
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Re: PAYG customer - I am unable to purchase a travel pass by texting 23456

Hi again sunbeam15,

I have just been browsing some past threads and it seems that it is only possible to purchase an EU Travel Pass once you are abroad.

(If this is the case then Virgin should make it clear on their site/advice page - they don't Smiley Sad)

I would still recommend that you call the team on 789 to clarify or activate the Pass for you.

This will also give you the opportunity to have them confirm that "Roaming" is active on your account.

AlexKid :-)

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sunbeam15
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Re: PAYG customer - I am unable to purchase a travel pass by texting 23456

I realise that but decided I would like an answer on the help forum.

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Re: PAYG customer - I am unable to purchase a travel pass by texting 23456

Hi sunbeam15,

so you are already abroad & trying to purchase your Travel Pass?

With you saying "you are leaving for Berlin in the morning" I had assumed you were still in the UK.

If this is the case, I would advise you to call the Virgin mobile UK support line +447953 967 967

AlexKid :-)

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sunbeam15
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Re: PAYG customer - I am unable to purchase a travel pass by texting 23456

Q, What's the point in a help forum if you have to call when you need help?

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Re: PAYG customer - I am unable to purchase a travel pass by texting 23456

Hi sunbeam15,

this forum is a place for advice. I.e you might ask about a travel pass or how to activate one & these questions can be answered Smiley Happy

You have sent your text correctly provided it was sent from abroad (outside of the UK).

I am sorry that it has not worked for you.

For action to be taken on your account, you will need to contact the Virgin team.

I hope this has at least answered your query as to the point of a forum.

AlexKid :-)

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Re: PAYG customer - I am unable to purchase a travel pass by texting 23456


sunbeam15 wrote:

Q, What's the point in a help forum if you have to call when you need help?



This is a community forum, so is aimed at inter-customer help (ie. customers passing advice to eachother). VM staff do assist & will pick up on threads that cannot be solved by other community members, but you could be waiting several days for a response from them, especially at weekends.

SU1617jpeg.jpg


Cable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV+), Talk Unlim Telco, VIVID 100, Virgin PAYG Mobile


 

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