I have 3 Virgin mobiles under my name and in January and February 2016 upgraded 2 of them to new models, specifying insurance cover for both. Virgin's confirmation letters arrived promptly thereafter detailing the order number, date, model and IMEI numbers in each case with the word Insurance helpfully printed in bold. The second page of each told me to 'Relax. We've got it covered' and that if it was lost or stolen my phone would be replaced the next day. What I did not notice at the time was that in both cases, on the third page, the phone details that were set out matched the models I had just ditched, rather than my shiny new ones. The bank details and amounts were set out correctly, but sadly in relation to my old phones. So when last week my son announced he had lost his Virgin mobile I called Virgin Media Protect only to find that both my phone and my son's were not insured because of this administrative error. Since we have 10 different Virgin direct debits going out each month (!) I had not spotted that not all the insurance premiums were being taken. I should have been more on the ball since the same thing had happened some time ago to my husband's Virgin mobile when he upgraded, though he actually spotted the error and got it fixed. Meanwhile we have been batted back and forth between the insurance team and Virgin Mobile with no progress being made and my son without a phone. Since between the mobiles and the media package we spend around £160 per month on Virgin products (hence the 10 DDs) I think we deserve better service.If anyone at Virgin is interested to see the documentation I have in front of me to back up all this, I am happy to send it through
Welcome to the Community Forum and thanks for your post. I'm sorry to hear that you are experiencing a problem with getting the issue with your insurance sorted. Has this been resolved for you since your post?
If you would like for me to look into this, please send a private message to me with your name and mobile number, so that I can look into this further for you.
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Virgin Media Forum Team
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