my package

[wyre]

Can you help me please this has been going on for over a month my package says that ultimate umph package no longer includes the 02 sim in the package is this right. as it has been removed from my bill and they added Homeworks  to my account which is did not ask for asked for it to be removed and has not been, rang 150 quite a few times and they do not seem to know what i am on about   can you give me a phone no other than 150 , so i  can complain about this  please

[Chris_W1]

Hi wyre, thanks for the message and sorry to hear about the issues which you are having with the package. 

The unlimited oomph sim is no longer available and this includes a Virgin sim card, we are now offering an 02 sim which is included in the volt package. All of our contact methods can be found here

Chris

[wyre]

Hi Chris

thanks for you reply i   already have a 02 sim card  with my package . i  was just confused as until

last month unlimited oomph sim was shown on my  bills. i had just been asking  why  the oomph  sim

card was not showing nobody could give me the answer. like  why homeworks had been added to my package ?

and again nobody  can give me a answer ? and i asked for it to be removed  the did and  it got added back agian

? . sorry  wyre 

[Adri_G]

Hi wyre, thanks for your reply and for confirming what happened on your previous calls with our team.
Sorry to hear of the issue with Homeworks service being added to your new bundle without your request.

From what you described above, we understand the Homeworks has been removed over your previous calls and this should reflect on the next bills too.
Have you had any new bills with Homeworks on since you spoke to us to remove this from your package? 
Also, did we advise it will be removed immediately or in 30 days when you got in touch and what date was that if you could please confirm this?

Lastly, if you access your account online here you should be able to see if Homeworks is still described as part of your package and let us know what you see so we can help out if needed.
Please, check and tell us what you get there and if you had any emails in regarding Homeworks being removed or other change to services recently.

We're happy to best assist with this.
Regards,

[wyre]

Adri_g

can not remember exact  date  but it was  some in last billing period as part month charge is on latest bill. Dated 11th this month then it is shown  that i have  a £16.00 credit

[wyre · Accepted solution]

no emails to say homeworks been removed. only email  i haved  had is to say i  had not activeated my Netflix  which i have now done .  also i have had a text saying over  next few months i  am being upgrade on my internet  to   max broadband (just put max as can not remember first part of name}   is that why latest bill  say broadband removed

[Adri_G]

Thanks for the replies and the info shared, wyre.

From the info passed we can tell there's been a change recently and you had to activate Netflix along with these, however we'd need further access to view and advise more on that.
Since you mentioned WiFi Max too, this may be a known to us automatic change for customers with WiFi Pods service on their package that we recently switched to WiFi Max.
Please view here for more info on this new service introduced to our customers.

In regard to the credit of £16 mentioned, this could be pro-rate corrections towards Homeworks removed but we cannot confirm this without further access.
For this reason, please expect my private message here shortly and we'll be able to share more info.
Please, check the top-right corner of our forum and you should see a purple envelope. 
Click this and you'll see my message.