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Black Friday deals problems

Mawler01
Joining in

To cut a long story short. I ordered the Black Friday Deal 2 “The Big M350 Volt Bundle” on the 16th November, nothing happened so I ordered it again on the 25th Nov still nothing. I did however get this notification see below. Basically and after long tedious phone calls to a call centre (they couldn’t understand my accent and I couldn’t understand them) I was connected to What’s app were I was told the O2 sim would arrive in the next 8 days, I’m not convinced. I was supposed to get a new 18 month contract at £45 per month. I actually think I’ve being put on the speedier Broadband package and no new contract and no O2 sim. All I want is what was advertised in the email and what I agreed to and signed up for. My current sim contract ends next month so this I thought was an excellent deal.

 

34EA745B-9F7A-44D4-BD9C-9965E96FF018.png

This Black Friday deal is for existing customers see below highlighted in Red

2C33BC89-8793-468B-AE6D-D19033C9F61F.jpeg

The Whats app chat below confirming that I would receive the O2 sim in 8 days.

D509C920-A200-4B0C-BA9C-ABEFED4F33BA.jpeg

 

 

 

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi again @Mawler01 

You can contact O2 using social media - Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG).

If you have a working O2 sim you can call them on 202,   or call them on 0344 809 0202 from any other phone

I'm not sure if this freephone number will work but they should pass you through to the right department  0800 081 0255 it's for mobile phone sales

I noticed your address on one of your previous images that you live near me, (it was rejected by the system for security reasons as they don't like personal info displayed)  I'm in Beechwood, but it might also be an idea to go into one of  the local O2 shops,  Unit 33  Hill Street; or 15c Goodwood Sq, Teesside Retail Park (The one in Stockton town cente has closed)

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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23 REPLIES 23

Mawler01
Joining in

Pushed Post too early 😬

this is from the email I received 

98603B3B-4979-4A9D-BBD2-E69BAAF30738.jpegDAFB8BF6-C40C-43BF-A080-B0DEA8909C76.jpeg

 

The deal ends tomorrow.

 

thanks in advance.

 

Hi @Mawler01,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm very sorry to hear that you seem to be experiencing some problems with taking out an offer. To confirm, is this an upgrade or are you joining us as a new customer? Have you received any communication since accepting the offer?

Thanks,
 


Zach - Forum Team
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I’m an existing customer being with you since it was Comcast way back in the 90s so it’s an upgrade that I received via Email.

Yes and no. I got the first email on 15th November, I signed up for a new 18 month contract at £45 per month for 350 broadband, Mix it TV, 10GB O2 sim and weekend Chatter. I got absolutely nowhere. I received the same email and offer on Friday 25th November so signed up again and got nowhere. I then phoned, it was a complete waste of my time, the lady kept asking me the same questions time and time again. I don’t think she could understand my accent I and I couldn’t understand her. Sometime later I ended up on What’s app were I could communicate far better. I was told I would be receiving the O2 sin within 8 days.

 

The only contact if you can call it that I’ve received since that is on Virgin media, see screenshot below.

1C26D6ED-1F85-4039-942D-25E86D93A5F0.png


Basically I’ve being upgraded to the speedier broadband package, (see above no O2 sim) all I want is what I was offered and what I signed up for. A new 18 month contract £45 per month, 350 broadband, mix it tv, 10GB O2 sim and Weekend chatter.

 

 

 

 

 

 

 

 

Hi @Mawler01,

Thank you for expanding. To confirm, are you wanting the package that's listed in your last screenshot alongside the O2 SIM card? If so, in your screenshot it's saying that you have that bundle as it's listed under "My Package".

Thanks,
 


Zach - Forum Team
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I’ve just received the same email again today.

 

I don’t think the O2 sim is included or it would say “Included” it says “Find out more” below “Mobile“ see screenshot below.

9AA3B16B-FB21-4D70-B49F-0433669D60B4.jpeg

 

Thanks

 

 

 

This is what I get when I press “Find out more”

 

C2CBF540-F114-4900-8923-EF2B761AA54B.png


If I try to add a sim I get this £74.80 per month. It’s pointless me calling Virgin Media, I’ve tried that already, they can’t understand me and I can’t understand them. 

EF7CEAD1-8BF8-445D-AC8B-4D25F4F6C40B.jpeg

 

newapollo
Very Insightful Person
Very Insightful Person

Hi @Mawler01 

I apologise in advance that this is long winded.  I take it that you haven't received any email correspondence from O2

You really need a member of the forum team to check that the O2 sim has been ordered.

Although some screenshots show that you have the Big M350 Volt bundle, Your 'My Virgin Media > My package' hasn't been updated yet, this is actually in line with how my order was processed. I changed from the Ultimate Oomph to the Ultimate Volt package on 14th November.

My 'My Virgin Media' updated to reflect the changes exactly the same as yours, as in the Mobile icon box didn't originally populate to show that an O2 sim was included .  It didn't actually update to show 'Mobile included' until I had received my O2 sim. My O2 sim was sent out on the 17th and I received it the following day, which is when the MVM account updated (screenshot at the bottom) I did receive email correspondence from O2 shown towards the bottom of this post.

 

Your VM email (and the sms message) do say that you should receive the O2 sim in 8 days.  This is a longer delivery period than usual, but this may be VMO2 taking into account that the delivery may be delayed due to the Royal mail being on strike on Thursday 24th and Friday 25th November.

I would have exprected that if the order that was placed on the 16th had gone through correctly then you should have had the sim by the 26th after allowing for the two strike days.

The Royal Mail are also due to go on strike on Wednesday 30th November and Thursday 1st December, so the delivery of the sim for the order placed on 25th November may be delayed until 5th December.

 

The sim card delay may be due to the fact that VM/O2 have to perform a credit check before approving the sim card part of the deal. This would have to be performed manually if you ordered online.  

If ordering over the phone, providing the agent dealing with call had access to the correct systems then the credit check would have been done at the same time the order was being placed, otherwise it would have been handed off to a different team to complete the process

 

I did receive emails from O2 as well which included the sim card number and tracking details  - 

"Your order details Order Number: ms-xxxxxxxxxx  Delivery option:  STANDARD DELIVERY Cost:  £0.00 - Expected delivery date:  Next working day (excluding some remote areas e.g. non-UK mainland, where delivery can take between 3-5 working days) - Your Parcel/Tracking Number (Ident Code) is: LPNxxxxxxxxxxxxxx   - You can track the progress of your order using My O2. Just go to www.o2.co.uk/myo2  and enter your username and password. If you have forgotten these, we can send you a reminder too. Once you've signed in, go to My Orders and follow the instructions."

package.jpg 

 

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Thanks for the input newapollo.

 

This is  going from bad to worse. I called customer service reluctantly yet again. I agreed to paying £4 extra totalling £49 per month to include the O2 sim, the O2 sim is on an 18 month contract but my Virgin media contract hasn't changed as it should of to a new 18 month contract.

I’ve just logged into my O2 account and the lady I spoke to hasn’t only spelt my name wrong she’s also got my date of birth wrong, so it will probably look like I’m a fraudster. Why do any companies use these foreign call centres 🤷🏼‍♂️ they causes more problems than they solve. Now I’m going to call O2 tomorrow and ask them to change my Name and Date of birth so they can actually do a credit check on me. Let’s hope O2 don’t have foreign call centres too. SMH

Frustration isn’t the word, if I said how I really feel this post would get deleted.