on 07-01-2023 17:36
This is far from straightforward in my experience.
I have two separate contracts one with VM and one with O2. Sounds simple and understandable. It isn’t they have totally different start months and hence termination months, so much for VM stating that I must maintain an O2 subscription whilst I have this Volt package.
Be prepared to waste around 5 or 6 hours on phone or WhatsApp being transferred between VM, V Mobile and O2 and back again whilst they all blame each other.
Expect a bill from O2 for the first month’s service before you even get the SIM.
Expect a text from VM to ring 789 ASAP on your mobile, only to find they don’t know why and transfer you to O2.
Expect a text from O2 to ask what you thought of their customer service whilst you are still a Virgin Mobile customer and when you respond poor, your text bounces back as you are not an O2 customer!
Simple and straightforward it ain’t!
on 08-01-2023 09:22
Thank you for your post and welcome back to out community.
Just to clarify please, are you referring to having two mobile contracts? One with O2 and one with Virgin Mobile?
Or do you have a Virgin Media cable package only with an O2 Sim card?
I am sorry you got a bill from O2 prior to receiving the SIM card.
Have you now received that SIM card?
You would need to contact O2 directly please if you have any concerns regarding that SIM/Contract.
Please pop back to us when you can.
Vikki - Forum Team
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on 08-01-2023 10:14
I have one mobile contract currently free with my Oomph deal. VM contract ends at the end of this month, so I have looked at renewing my VM deal. The Oomph deal has ceased, so I must have an O2 SIM to maintain the current equivalent bundle. VM have renewed the new media bundle to start at the end of my current deal for 18 months. O2 started at the beginning of this month so the two start and end dates of the VM and O2 contracts are not aligned.
I have now received a SIM but I will not use it until the end of my current FREE SIM.
Contacting O2 is lumpy as I have no access to their app and they keep referring me back to VM, who in turn, refer me to V Mobile who say I need to speak to O2.
I didn’t get myself into this mess VM foisted it onto me, so in my opinion VM should sort it out.
It is bad enough knowing that if I were a new customer to VM I wouldn’t be paying what I am being charged and I wouldn’t be expected to sort out the mess that VM have created.
on 08-01-2023 13:25
Thank you for coming back to us about this issue. If you're having issues with your old SIM card you got with your Oomph deal, you'll need to get in touch with our Virgin Mobile team. However, if you're having issues with your new O2 SIM card, you'd need to reach out to the O2 team directly on 0344 809 0202 or message them on Social Media.
We understand that the package change can be quite confusing, this is why we're doing all we can to make this transition seamless for you. You can read more about our new Volt package on our Volt Benefits page or take a look at our Volt Billing page.
Let us know if there's anything else we can do to help.
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on 08-01-2023 15:03
You have got it totally wrong. I am not having issues with the Virgin or O2 SIM cards I am complaining about the way you have set up this bundle, that is falling apart before it commences.
My gripe is that VM set up my new media contract to run from the end of this month for an 18 month term. At the same time VM seems to have set up an O2 contract for me that commenced on or around the 1/1/23 a full month earlier than the VM contract starts. In addition I then receive a bill from O2 for this month without me receiving an O2 SIM so they are charging me for a service I cannot possibly use. At the end of my O2 18 month term I can go to another mobile provider, however, that breaches my VM contract that clearly states that I must remain an O2 subscriber to receive the VM bundle!
I have raised a formal complaint with VM but wanted others to be aware that there are trip hazards and fiery hoops to negotiate in changing from a Virgin Oomph package with a free V Mobile SIM to one with O2.
Each part of the organisation seem to want to pass me onto the other. The package is not confusing it is the way that the Virgin Media retention or sales individual set this up for me and you all expect me to sort it out.
Currently O2 don’t recognise my mobile phone as I remain a Virgin Mobile customer as my SIM is free until the end of this month and want to pass me back to Virgin, apart of course from sending me a bill that I cannot open as I don’t have the O2 app as my phone is still with Virgin.
As you can tell this is a mess of Virgin’s own making not mine. I am still within the 14 day cancellation period and boy am I thinking hard, and asking myself if I want to be tied to this bunch of cretins for another 18 months.
If you are thinking of transferring from Oomph to Volt BE WARY Virgin Media will be waiting to trip you up and expect you to sort it out on your own.
on 08-01-2023 17:56
Hi Newhammer, thanks for getting back to us.
Sorry for any confusion around our previous response. I would like for us to take a closer look at the points you've raised. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.