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2 days ago549 Posts

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Missing O2 Sim
Just moved over from Virgin Media Business to VM Personal Volt package. Arrived ok and swapped over the routers and alls well. Except...where is my O2 Sim ?!, repeated phone calls left me tearing my hair out, transfered back n forth between VM and O2 with no success. Virgin say SIM should be sent separately by O2, O2 have no record of this. I bought my Volt pacakage from VM, any problems should be upto them to sort out, they want me to deal with O2, order a Sim, pay extra costs, etc ! How can a simple issue cause so much hassle ! I was about to leave a rare good review of the process so far but now Im back to agreeing with all the 1 Star reviews on TrustPilot ! Andy
andydd
7 days ago Place Volt
36Views
0likes
1Comment
Sharing My Experience
Hi, I just thought I would try the community channels to share my experience and see if anyone has had similar issues. I wanted to share my awful experience with Virgin Media so far as a new customer who joined 1-2 months ago. Firstly, I placed an order on the 12th of November 2025 for TV, Broadband and two O2 sims. After a week of waiting with no updates, emails or kit I got in touch to find out that the order never fully processed even though I ordered it online while on live chat and the advisor confirmed it went through? So was no one ever going to tell me this? I then had to reorder the whole package again, the only thing is that strangely the order had 360 not stream and there was a setup fee she told me to ignore. These will both be important later. After 4 or so days I got in touch with O2 to see where my sims where but they couldn't locate any order and told me to contact Virgin Media. Upon contacting vm they told me that the o2 part of the order doesn't get processed until your vm service is activated. This wasn't what I was told at sign up but anyway... My services get installed and activated - days later I still haven't received my sims. O2 still can't find any order and virgin media tell me to wait a bit longer and apparently they weren't allowed to share the o2 order number either? Still though after more waiting they never arrived so I contacted VM again and I asked to cancel the O2 order. At first they said I'll have to contact o2 which is bizarre as o2 can't see the order and I placed it with VM. After a few minutes arguing they finally transferred me to cancellations and the guy told me that they were never processed. So after weeks of lies, I ended up cancelling the o2 order and placing a new o2 order directly with o2 which caused even more issues but I have taken that up with o2 already. There was even more hassle with my setup as the one touch switch on Virgin Media's side failed leaving me to handle it myself and fair play to the guy on the phone he did compensate for the additional bills. If you thought that was it, oh no, there is much more. We experienced multiple reliability issues with both our TV and Broadband with a yodel driver also leaving a multiroom stream box outside in the rain! They are now sorted but another inconvenience, during one of the TV issues one of the advisors actually hung up on me. Then, as I somehow still had those setup fees that where supposed to be waived I got in touch again and after 20 minutes they agreed to waive them and one of them was actually for TV360 which I never requested. I also asked for my main 360 box to be changed to stream like I originally asked for and they said they couldn't without a new contract. They had to pass me to some specialist team in the uk and her name was Jodie who was really helpful, she sorted it without a package change and got an engineer appointment sorted. But a few days later when I went to change the appointment on the phone I was told they could change it to 4-7pm same day and that someone will call me back. They never did. I called up again for an update but they misunderstood my issue and ended up fully cancelling the appointment so I hung up the phone in frustration and called the next morning and was able to get a new appointment. The engineer came yesterday and switched the box. These are just a few of the many issues I have had in the past month or so Throughout all of this I have experienced the most rude and incompetent customer service staff in my life apart from one or two advisors. Most of your advisors have issues with basic communication and can be difficult to understand or they can't understand my issue. I always find they end up creating more issues because of that. EE/BT focus on mainly script less customer service with a focus more on creating a relationship with the customer and it has got really positive feedback, their advisors are also based in the uk and Ireland for phone support. Maybe VMO2 should follow in their footsteps? I don't mean that in any sort of racist or derogatory way. Maybe my feedback will just fall on deaf ears but I really want to see major improvements to the customer service as apart from it the broadband and tv is great. I know there is a plan to transform customer service and apparently it's already done wonders but not based on real world customer experiences at all. I hoped the merge with o2 would help vm's customer service and they could learn from o2 but the opposite happened and o2 got worse. If one of the staff members on here could send me a PM to talk further that would be great, thanks!
Solved
liaml2929
18 days ago Place Volt
112Views
3likes
2Comments
volt
Hi, my volt benefit applied by filling form through virgin media whatsapp agent, but Virgin Media hasn't upgraded our speed to M350 or enabled the free WiFi Pod order. I've also had a total/intermittent outage in HA3 since 30th Dec and want to ensure my automatic compensation is being tracked correctly. Can a moderator please check the 'Volt' link on my account?"
utsavm
23 days ago Place Volt
40Views
0likes
1Comment
Volt benefit not applied to broadband
Hi I joined Virgin Media a month ago and also had an o2 mobile previously. The volt benefit was applied to my o2 account on 12th aug. But as yet my broadband speed has not been increased from the 350. can this be checked please? thanks Phil
Solved
Pdaveran
27 days ago Place Volt
310Views
0likes
5Comments
Volt benefits not applied to my Virgin Media/O2 Account
I had volt benefits for about a year then it suddenly stopped when my virgin media contract was renewed, havent been able to get volt back even though i have an 02 and a virgin media account, please help. i cant seem to access the page to apply either, keeps giving me errors, I have been a virgin costumer for years and i thought going to 02 would help me get the most of my virgin contract Can anyone please advise how I can get this resolved. Thank you
stevenlol12
1 month ago Place Volt
Volt
116Views
0likes
5Comments
Cancel 02 sim
I am a virgin media customer with volt benefit on my broadband, increasing it from standard 350 to 500mbs. I have just recently cancelled my 02 sim linked to the virgin media account, can I change my broadband from volt 500mbs back to the standard 350mbs speed please as I can't afford to incur any further charges to my account
simoore1
1 month ago Place Volt
105Views
0likes
2Comments
Volt benefits and free netflix not added to my virgin media account
I have had the upgrade from 02 but my broadband hasn't been upgraded from 500mb to 1gb yet. Have also spoke to a manger about my free netflix who confirmed I should have this but have not been sent any link or code as of yet. Can someone please get in touch to have this sorted out please as finding it all very frustrating.
ScottieB
1 month ago Place Volt
89Views
0likes
5Comments
Changing O2 tariff
I have the VM Mega Volt bundle and a pay monthly O2 SIM card. The O2 tariff is £20 a month and I can find a better one on uSwitch for half that. However, when I go to buy that deal, it logs me into my O2 account and shows a warning that I will lose Volt benefits, including the zone 2 roaming, which I want to keep. There is confusing information online, some people saying you only need VM and an O2 account registered at the same address to qualify for Volt benefits, others saying the benefits might disappear but will be reactivated within 14 days. Does anyone know how this actually works? Can I proceed with the O2 tariff change without the risk of losing Volt benefits?
Solved
cass
1 month ago Place Volt
o2
VIRGIN
volt benefits
152Views
0likes
2Comments
Volt not applied
Hi I’m both 02 and virgin customer had upgrade on double data from 02 but been 5 weeks since virgin emailed me confirming upgrade but nothing has happened?
Dss28003
2 months ago Place Volt
173Views
0likes
7Comments
Order a Volt sim but no sign of order
I have Virgin Media services for the past 2 years and my phone contract expires tomorrow. I don't need a new phone so thought it would be easier to get a sim only deal. I opened the Virgin Media app and handily enough, there was a deal for a Volt Sim with unlimited data for £15 a month, with the first 3 months free on a Black Friday deal. I tried to order the Volt Sim through the Virgin Media app which failed when putting in my previous address so I then ordered through the website on my laptop where the same deal was available. I then received a confirmation email with an order reference number from Virgin Media web team however, I have heard nothing since ordering. Order reference: CH2124753682. I have called both Virgin and O2 and neither have any record of this order number. Is there any way I can find out what has happened to the order?
fraserm22
2 months ago Place Volt
benefits
contract
o2
O2 sim
sim
92Views
0likes
2Comments