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Can't get a PAC or weird customer retention ?

Hi

I need my PAC to switch to another service provider, as I want to keep my number.

Read the instructions, seemed easy enough ! 

Through my online account ?

"Oops, it looks like something went wrong.

Please try again later, or chat to an advisor."

No worries, let's Chat to an advisor

"Oops, something's gone wrong!

Please try again in a few moments."

Ok time to send a message to 65075 with PAC and my DoB , read it could take a couple of minutes, no problem...

"Sorry our bad we're having technical issues [...] Please try again later."

Fine. I try again later. And again and again. Same reply.

Until I got this : 

"You have exceeded the maximum number of requests permitted by text in one day"

Wasn't even aware there was one ? 

I'm starting to think it's exceptionally hard to leave Virgin 🤔

I need a PAC today, is that achievable ?

Cheers

 

 

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Re: Can't get a PAC or weird customer retention ?

Good Afternoon Gauthier,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been unable to get your PAC code from out team. Have you requested a cancellation of our services via our call centre on 0345 600 0789?

 

Kindest regards,

 

David_Bn

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Re: Can't get a PAC or weird customer retention ?

Hey David

Thanks for your reply !

No I haven't called the call centre because :

1°/You guys have written everywhere all Virgin websites that everything is super busy due to Covid-19 and some call centres being shutdown (which I genuinely understand). I don't want to spend 30 minutes waiting for no reason.

2°/I'm afraid English isn't my first language, and unfortunately I have sometimes a very hard time understanding people on the phone 😓

Do you know when can I expect normal service to resume ? When can I get my PAC through my online account or through texting ?

Thanks for you help 

Gauthier

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Re: Can't get a PAC or weird customer retention ?

 

Thank you for the update Gauthier.

 

We do also have the text service over 0753 305 1809 where you can answer a few automated questions after texting your query and then this will be put through to the correct department for you. 

 

Sorry for the inconvenience, the teams are trying their best under the current circumstances and we appreciate your patience. 

 

Thank you, Emily.

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Re: Can't get a PAC or weird customer retention ?

Thanks but that doesn't explain why my online account won't let me do it

Or why the 65075 service doesn't work

I'm not able to talk on the phone. I need my PAC now.

What is going on ? Why does NOTHING work ?

I understand there are some network updates going on, but how would that justify the online chat feature not working ? or the automated 65075 service not working ? 

Is there an email address I can use ?

I also received confirmation a SIM was sent my way, but it's been sent to the wrong address... 

Look I just want to leave Virgin and I need to take my number with me, and I cannot talk on the phone. In 2020 surely there are ways of achieving this ? 

Thanks for your help.

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Re: Can't get a PAC or weird customer retention ?

We aren't able to cancel contract here via the forum Gauthier, were you able to message the number provided by Emily to request the cancellation and get your PAC code?

 

Rob

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Re: Can't get a PAC or weird customer retention ?

Hello Rob

Currently trying now, thanks for your help.
Hope it will work

Cheers

Gauthier
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