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Trichter91's avatar
Trichter91
Joining in
2 months ago

02 Sim card - Mis-sold

Absolutely furious.

We moved from Sky to Virgin in January, as we had a Virgin Media sales rep turn up at our doorstep in December, who basically sold us the benefits of moving to the Virgin Media Volt Bundle at £95 per month. We explained that one of us are currently paying for an sim only deal with 02, at £15 per month. Mohammed (sales rep) then explained that he could remove this cost completely, as the bundle included an 02 sim card. This was part of the monthly subscription we paid to Virgin Media (within the £95).

We were then sent the FREE o2 sim as we were told that there isn’t any charge for the contract.

However, since setting this SIM up, moving the numbers around, we have now received an email advising that we would be paying £21.27 from 10th March.

We have been mis-informed, mis-sold this sim card as we did not agree to pay for an 02 SIM at £21.27 a month. We were told that the sim cost was covered within the £95.00 per month.

02 customer services said this is an issue that Virgin Media need to fix but unable to find a number to discuss it.

Can anyone from @virgin media help with this?

02
02 sim
mis-sold
sales rep
virginmediao2
Volt

7 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Hi Trichter91 

    It's very likely that you signed up to the Mega Volt bundle.   

    With this and other Volt bundles you receive two bills, one of which is your Virgin Media bill for the TV, landline and broadband, which you can check by signing  into My Virgin Media and look at your VM contract or bill.

    If you sign into MyO2 you should see the bill/contact price for your O2 sim.

    The total of these two combined bills would initially be £95 per month in your case.

    Both VM and O2 have an annual increase each April. which should have been explained to you when you first made your order.  It's also part of the contract/agreement which you can read at any time. 

    You do state that Mohammed (sales rep) explained that he could remove this cost completely, as the bundle included an 02 sim card. This was part of the monthly subscription we paid to Virgin Media (within the £95).   

    It sounds to me like he correctly informed you that the total pricing (which included the sim card, broadband, tv and landline) at the time of order was £95.   He possibly arranged for the transfer of the number from your original £15 sim to the new sim -  the original sim would also have been subject to the April price increase.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Trichter91 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear you feel this way 😔

    Does the explanation provided by newapollo clear up the situation or do you require further clarification on anything?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Trichter91's avatar
      Trichter91
      Joining in
      2 months ago

      Hi Daniel,

      No the above is not correct.

      To put it simply, we were told that we would receive a free sim (within the £95). We have had an additional payment taken from our account, for 02.

      Can you please confirm that we shouldn’t be paying for a seperate 02 SIM card? That the 02 sim was within the £95 we pay VM?

      thanks

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        The SIM and the Virgin Media package would be two separate contracts. 

        So you should see on the Virgin Media contract the amount for just your Virgin Media service and then the O2 contract for the amount that just covers the O2 SIM. The SIM and Media services are bundled together for the deal, but contracted differently by each service. 

        You should have received pre-contract communications for both Virgin Media and O2, the pre-contract would show the monthly amount that is charged for each service. Does the Virgin Media contract show the monthly amount at £95 and the O2 contract at £21.27? Or do both monthly amounts add up to £95?