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Strowger's avatar
Strowger
Tuning in
22 days ago
Solved

Shambolic onboarding - help requested

I am in the process of moving both my broadband and two mobiles from Vodafone to VirginMedia O2, and am encountering multiple frustrations. My order was placed on 9 October and the broadband was (successfully) installed on 27 October. However:

  1. There is no sign of either of my SIM cards. Having traveled to my local O2 shop this morning, and having spent 1 hour and 20 minutes on the phone, nobody can tell me what's going on (other than a long succession of VM people telling me to talk to O2, and a long succession of O2 people telling to to talk to VM!)
  2. The package is supposed to come with Netflix. I've not received any documentation about how to access this ervice, nor is there any menu option on the VM customer service phone line which allows me to talk to somebody about this.
  3. Our house only has a name (no number). That name changed in January 2008 (almost 18 years ago). However, both Virgin Media and O2 only have the old name recorded at our postcode. I've already had one telephone call and two live chats attempting to get this changed, but with no success.

Could somebody with the ability to resolve these issues please make contact with me?

Many thanks!

  • John_GS's avatar
    John_GS
    15 days ago

    Hi Strowger 

    Thanks for coming back to us. 

    I'll send you a PM now to assist further.

5 Replies

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    18 days ago

    Hi Strowger thanks for posting although we're sorry to hear of your concerns raised.

    So usually with SIM cards, it is down to O2 to ensure you receive them so if it is listed in your contract and you haven't received them, it would O2's responsibility on this matter.

    Regarding Netflix, you should receive an activation email so can you please check your inbox to see if you've received this and if it's in your junk folder too?

    When you've contacted us in the past regarding the house name change, what was advised please? 

    Many thanks

     

    • Strowger's avatar
      Strowger
      Tuning in
      18 days ago

      Thank you for the response, although I'm disappointed that it took 4 days. (I note that an earlier response from another customer had been removed a couple of days ago, so somebody in authority had presumably read my request).

      SIM Cards: After over 2.5 hours on the telephone, multiple live chats, and 2 visits to my local O2 shop, it appears that the problem was at the Virgin Media end, and they had not passed my details on to the O2 side of the organization. This was despite my filling in the telephone numbers of the mobiles that I wanted to transfer, and the relevant PAC codes, when ordering the service. The (very helpful) staff at the O2 shop sorted it out for me, although I'm not yet seeing my VOLT benefits on the account.

      Netflix: After one of my (many) telephone calls, I was eventually sent a link to activate Netflix - which did not work! I am now awaiting the result of an "IT Ticket" which has been sent to second line support, with a 5 day (!) SLA to respond. The reference number is P013290335, if you'd like to chase it up...

      Incorrect Address: Despite many attempts to rectify this (and a call back to say it had been done), I'm still no further forward. Checking for availability in our post code on the main Virgin Media web page still shows the old address (which has not existed for 18 years...) listed, but not the correct current address. This is a significant issue, as (1) the O2 account has the correct address, and I understand this is one of the fields used to link Virgin Media and O2 accounts in order to apply VOLT discounts, (2) any future equipment, such as pods, will be sent to an address which does not exist, and (3) any future broadband problems may result in a technician being dispatched to a nonexistent address. Please, as a matter of urgency, can you let me know how I can get our house name corrected on your (out of date by 18+ years) records?

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        15 days ago

        Hi Strowger 

        Thanks for coming back to us. 

        I'll send you a PM now to assist further.

  • Strowger's avatar
    Strowger
    Tuning in
    14 days ago

    Quick Update: John_GS has been extremely helpful, and I'm now sorted out!

    (As an aside, everybody that I have dealt with - here, on the telephone, on live chat, and in the shops - have tried very hard to be helpful. They often seem to be hampered by poor systems and processes, along with a lack of integration of the Virgin Media business with the O2 business. It might be helpful is there was a customer facing department, which could access both sides of the VM/O2 organisation and provide a seamless service to customers).