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Reggieboy65
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Message 1 of 14
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Upgrade problem

Won't let us upgrade verification problems
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Forum Team (Retired) Mat_H
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Message 2 of 14
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Re: Upgrade problem

Hi Reggieboy65,

 

Welcome to the forum Smiley Happy

 

Sorry to hear you're having issues with upgrading the phone. I want to get this all sorted for you. Can you let me know where this happens so I can advise on the next steps in the process?


Looking forward to hearing from you.


Thanks,

Mat


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Reggieboy65
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Message 3 of 14
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Re: Upgrade problem

Tried to upgrade my phones and the operator said that they carry out external credit check and unfortunately mine isn't very good and they said I wasn't able to upgrade despite being with ntl/Virgin media for at least 18-19 years without missing a payment. Whilst I would like to stay with you I've contacted EE and they are willing to go back with them 

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Forum Team (Retired) Mat_H
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Message 4 of 14
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Re: Upgrade problem

Hi Reggieboy65,


Thanks for coming back to me Smiley Happy

 

Sorry to hear that this caused the issue. Our new freestyle contracts are effectively loan agreements so a poor credit rating will prevent you from upgrading to this.

 

I'm sorry that we've lost you as a customer. Please let me know if you need anything at all.

 

Thanks,

Mat


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Reggieboy65
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Message 5 of 14
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Re: Upgrade problem

To be honest no. And I've been actively looking to move the rest of my services with you as I have no contract with you and I can move at any time.
And I'm waiting back on bt and sky to see which one suits me better.
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Forum Team (Retired) Mat_H
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Message 6 of 14
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Re: Upgrade problem

Sorry to lose you altogether Reggieboy65 Smiley Sad I wish we could keep you on board. If there's anything I can do to stop this, I'm more than happy to help.

 

Please let me know if you have any queries.


Thanks,

Mat


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Reggieboy65
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Message 7 of 14
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Re: Upgrade problem

Well to be honest there isn't. I have been a loyal customer to ntl/virgin and feel extremely let down and to be a part of a company that shows no customer loyalty is really distressing and I will be moving my services at my earliest convenience
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Reggieboy65
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Message 8 of 14
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Re: Upgrade problem

It's really funny as soon as you mention customer loyalty the company that your with suddenly goes deaf /:-) 

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Forum Team (Retired) Mat_H
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Message 9 of 14
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Re: Upgrade problem

We're sorry to lose you as a customer Reggieboy65 Smiley Sad

 

I wish there was something that we could do to keep you on board. Please let me know if you need anything at all.


Thanks,

Mat
 


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Reggieboy65
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Message 10 of 14
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Re: Upgrade problem

I will be giving Virgin mobile a call on Sunday 6th December to give them the statutory 31days to cancel and of January 6th I will not be a Virgin mobile customer unless you can help as I have posted I do not want to leave but I will if I have to. 

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