Disappointed retail shops are now closed. I have gone through the on-line fix pages and booked a repair, but there seems to be no mention of what happens next. Do I now wait for Virgin to send me a returns box? and if so how long do I need to wait for this to arrive? In the meantime, I am left without a phone …… not a happy bunny.
Just one final query: your email suggests that I carry out a Factory Reset before returning the handset to protect personal data. However, I am unable start the phone, and therefore cannot perform a factory reset. How can I protect my personal data?
You should be able to do it by following the information here, but we will ensure any data is wiped when it arrives.
Also please don't send your SIM card in as this will be destroyed, you can keep this with you and use it in another phone where possible. If the handset does allow for any memory cards to be used then this is also something I would remove and keep with you, you also don't need to send in your charger.
Once the handset has reached us we aim to have it fixed and back with you within three working days. If for any reason the phone can't be fixed, replaced or there will be a charge we will contact you using the details you provided when you ordered the repair.
Please let us know how you get on and if you need any help in the meantime.
Eventually managed to access the “Recovery Mode”, and deleted the cache. The phone has now started, but I have done this in the past, and subsequently still had problems starting the phone. I will put on charge, and monitor it over the next couple of days until I receive the return packaging.
Hi, having eventually managed to re-set my handset using the instructions provided, it now appears to be working ok. Do I need to cancel the repair, or can I leave it open and hang on to the return packaging and Repair Form in case of a recurrence of the issue?