Forum Discussion

Trichter91's avatar
Trichter91
Joining in
8 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

13 Replies

  • MickNottingham's avatar
    MickNottingham
    Joining in
    6 days ago

    How do I post this as a separate topic?

    I took out a Virgin Media bundle 09 Oct 2025 which they say I had to have 02 Sim card as part of the deal. I didn’t even want the sim card as many don’t, but you have to take it as part of their Volt deal.
    02 sim card came.
    Virgin Media says they can now not do the bundle/install till 12 Dec.
    And I don’t think they may be able to do it all as I had the same problem 9 years ago when they tried to fit cables outside which I did tell them on 9 Oct 2025.
    I have said Please take the 02 sim card back as I do not wish to pay for that, as you have sold me a full package, but not delivered the package. I have done hours & pages of chat with Virgin overseas staff who cannot understand one bit that they have not delivered the bundle we agreed, so surely I should not be paying for this sim card as I haven’t got the actual thing I want.
    They’ve said contact 02 which as you know is horrendous too.
    I now think I don’t want to go with Virgin at all as their overseas chat people are the thickest people on the planet.
    I started the chat with 02 too, & log below as I have no record of the chat now:
    02, why cannot I just send you a message & leave it with you?

    I don’t want to download a fxxking app to cancel contract.
    We have to download the app.
    Log in.
    It then sends an email to computer, we now logged back in on computer. 

    It then closes the chat box.

    It then tells us to get in touch again.

    These companies are a disgrace. How can I get hold of anyone human in UK English speaking with common sense in Virgin?

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      3 days ago

      Hi MickNottingham,

      Thanks for your post and welcome to our community.

      We're sorry to hear the installation has been delayed until December. 

      Just to clarify for us please, are you happy to wait for the required work to be completed and have the service installed in December?

      Or are you wanting to cancel both the Virgin Media installation and the O2 Sim?

      Please pop back to us when you can. 

  • tottenhamdave's avatar
    tottenhamdave
    Just joined
    2 months ago

    Hi, I'm in the same position - I am not aware of being an O2 customer. Suddenly I got lots of debt collection letters, Virgin Media were charging me for the "free sim card" I didn't want. It is very difficult to cancel - and I'll be moving to Sky after Virgin Media did this to me. 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team (Retired)
    8 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

    • rob1990lfc's avatar
      rob1990lfc
      Just joined
      4 months ago

      This has happened to me too. VM Contract sold for £35.99 p/m and apparently included an O2 sim. However I now have a separate direct debit to o2 for £10 per month.

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        4 months ago

        Hi rob1990lfc thanks for posting and welcome to our community.

        Sorry to hear of any confusion around the setting up of your package and the full monthly price. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R

    • Trichter91's avatar
      Trichter91
      Joining in
      8 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
        8 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? 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    8 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.