Menu
Reply
andrea_b
  • 10
  • 1
  • 1
Tuning in
504 Views
Message 1 of 11
Flag for a moderator

I need to cancel my SIM only plan without needing to port the number

I hope a moderator will read this.

 

I left the UK for good, I need to cancel my sim only plan and I don't need to port the number to another provider.

 

I called the customer service but it's impossible to speak with a human agent.

 

Please reach out if you can help.

 

Best,

 

Andy

0 Kudos
Reply
Beth_G
  • 3.46K
  • 215
  • 348
Forum Team
Forum Team
454 Views
Message 2 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Hi Andy,

 

Thanks for posting on the community forums.

 

Sadly, we cannot help with cancellation requests here for the community forums - the best thing to do would be to speak with our retention's team via our SMS service on +44753 301 6422. If you pop them a text explaining that you would like to cancel your SIM only plan, an agent will be with you as soon as they can.

 

Please keep us posted and let us know how it goes.

 

Beth

 

 

0 Kudos
Reply
andrea_b
  • 10
  • 1
  • 1
Tuning in
410 Views
Message 3 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Hi and thanks for the reply.

 

I sent a message to the that number, I was greeted by a virtual assistant, which said it was going to pass my request to a human operator, which would have replied within 24hours.

 

Of course nobody replied back, so I was asked if I still need assistance, now I am back to square one. After having spoken with the virtual assistant a second time, my query has been passed on again to a human agent.

My understanding is that very few human operators are still working in Customer Service, that's why it's impossibile to have a voice conversation when I try to ring Virgin.

Eventually I will be forced to just cancel the direct debit, I don't care if the service will be disrupted since I am not using it anyway.

Best,

Andy

0 Kudos
Reply
Steven_L
  • 5.35K
  • 371
  • 543
Forum Team
Forum Team
407 Views
Message 4 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Sorry Andy as my colleague said earlier we aren't able to process any cancellation requests.

 

When did you receive the last message from our automated assistant?

 

 

Regards

Steven_L

0 Kudos
Reply
andrea_b
  • 10
  • 1
  • 1
Tuning in
406 Views
Message 5 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Hi Steven,

 

About 30 minutes ago.

 

Best,

 

Andy

0 Kudos
Reply
Steven_L
  • 5.35K
  • 371
  • 543
Forum Team
Forum Team
405 Views
Message 6 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Please could you bear with us and if you don't get a response from the team, please come back to us here and we will need to get this looked into further.

 

Thanks

Steven_L

0 Kudos
Reply
andrea_b
  • 10
  • 1
  • 1
Tuning in
384 Views
Message 7 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Hello again, obviously I didn't receive any answer.

I know it's not up to the moderators of this forum, but Virgin shouldn't really be surprised if they are losing customers.
It should take minutes, not days, to cancel a contract. People have other things to take care in their lives as well.

I will wait for another couple of hours, then I will just cancel the direct debit.

Moderators, if you can, please pass the feedback on.

Thanks,

Andy
0 Kudos
Reply
Jodi_S
  • 2.16K
  • 123
  • 227
Forum Team
Forum Team
375 Views
Message 8 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Hi Andy,

 

Sorry you have not had a reply from our messaging services about cancelling your sim card with us. In the circumstance we will certainly be able to hep you further with this.

 

Can we ask if your Direct debit is still active? The only reason for this is we would need this to be activated to cancel you sim only deal for you.

 

Please let us know of the above first and then we will send you a private message over.

 

Kind regard Jodi

0 Kudos
Reply
andrea_b
  • 10
  • 1
  • 1
Tuning in
374 Views
Message 9 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Hi Jodi and thanks so much for taking care of it.

 

Yes my direct debit is still on at the moment of writing.

 

I just received a message from Virgin literally one minute before writing this post, it says:

" As per checking here in your account you are on a 30 day rolling contract which means you're no longer tied up on a contract".

So do I assume that the contract has just been canceled?

Many thanks,

 

Andy

0 Kudos
Reply
Jodi_S
  • 2.16K
  • 123
  • 227
Forum Team
Forum Team
366 Views
Message 10 of 11
Flag for a moderator

Re: I need to cancel my SIM only plan without needing to port the number

Thanks for coming back to me Andy, 

 

I am going to pop you over a private message so we can make sure that your sim card has been cancelled correctly for you.

 

Please click o the purple envelope to accept the chat.

 

Kind regards Jodi

0 Kudos
Reply