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Jobomaphoy
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Suspended mobile account

For the sixth time in five weeks, my account has been suspended despite the outstanding balance being zero and a direct debit being set up. I am 38 weeks pregnant and seriously need my mobile in case I go into labour. Every time I ring to rectify this, I am given an apology and told it won't be happening again. I want to submit a formal complaint but cannot even ring 789 to speak to anybody because I get the message "sorry, your services have been suspended, please call 789!!!"
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Superuser
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Message 2 of 10
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Re: Suspended mobile account

Hi Jobomaphoy,

 

here is a guide to Virgin's complaints procedure: Consumer Complaints

You can write to them at:

Complaints
Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9ZJ

 

Or message: Help and Support - Contact Us > Something else > Making a complaint > Email us.

 

In the short term though you need to get in touch to get your suspension lifted.

If you can use another phone you can call on freephone 0800 064 3847.

 

AlexKid :-)

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Superuser
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Re: Suspended mobile account

Hi Jobomaphoy,

 

here is a guide to Virgin's complaints procedure: Consumer Complaints

You can write to them at:

Complaints
Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9ZJ

 

Or message: Help and Support - Contact Us > Something else > Making a complaint > Email us.

 

In the short term though you need to get in touch to get your suspension lifted.

If you can use another phone you can call on freephone 0800 064 3847.

 

AlexKid :-)

 If you want to say thanks > click 'Kudos'.
Answered your question? > click 'Mark as Helpful Answer' also.

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Jobomaphoy
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Message 3 of 10
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Re: Suspended mobile account

Thanks for the reply, I have no access to another phone at the moment though. I know it will be a case of somebody pressing a button to reactivate my services with an apology but I am unable to do this as I cannot ring.
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Superuser
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Re: Suspended mobile account

Hi Jobomaphoy,

 

you could try: Help and Support - Contact Us > Mobile > Your account > Chat online

The advisors are often busy though so it may take some time.

I would recommend keeping the page open and just refresh it every few minutes.

 

AlexKid :-)

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Jobomaphoy
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Re: Suspended mobile account

I will do, thanks. I've tried this when it's happened in the past and been told that they cannot help with this particular matter and that I need to ring up. Ill try again now though as it's a last resort. Thanks again.
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Superuser
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Re: Suspended mobile account


Jobomaphoy wrote:
I will do, thanks. I've tried this when it's happened in the past and been told that they cannot help with this particular matter and that I need to ring up. Ill try again now though as it's a last resort. Thanks again.

Hi Jobomaphoy,

 

that might be so Smiley Sad

In which case if you do get through and get that response, ask if they can arrange for a "call back" from an appropriate member of the Team.

Your phone does still accept incoming calls?

 

AlexKid :-)

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Jobomaphoy
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Re: Suspended mobile account

Yes - incoming calls are ok. I think that's how I'll have to do it, thanks again!
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Forum Team
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Re: Suspended mobile account

Hi Jobomaphoy

Welcome to the community Smiley Happy

I'm sorry to hear about the issues you've had with your account suspending. It's not great to hear - especially with a little one on the way!

I just wanted to check if you've managed to get this sorted now or if you still require some help with this?

Many thanks

Mark Y
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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Jobomaphoy
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Message 9 of 10
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Re: Suspended mobile account

My partner rang Virgin yesterday on my behalf and they called me back (thanks to advice of previous poster). They had no idea what the issue was and why it keeps happening and have added a note to the account to look into it should the problem happen again. Within the last couple of hours, I've received a text message saying there is a problem with the account which is how all of the previous instances began Smiley Sad
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Forum Team
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Re: Suspended mobile account

Hi Jobomaphoy

I'm really sorry this appears to be happening again.

I've dropped you a PM with some more information - please respond to the PM directly and we'll get you some help with this.

Many thanks

Mark Y
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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