on 26-01-2022 14:34
Virgin Oomph to Volt experience
I've kept a record of my calls with Virgin and O2 during the whole debacle. Anyone else experienced anything like this? Virgin Mobile and O2 staff working in complete isolation.
Okay, from the info you've sent over it sounds like this is the available level of service in the area. We can assure you that we're busy building a faster network with more capacity. We're investing £2million daily to upgrade and create a network that monitors and tweaks your experience in real-time.
I’m also told there’s no plan for 5G in the area. It's the final straw. I'm now expected to pay £15/m more than I did for Oomph but the mobile service is twentieth century speeds.
Here's your PAC.It expires on 2022-01-28. We hope you don't decide to switch today, but if you do we've estimated you'll have £415.78 of charges.
It's not impressive. I've been a customer since the mid-90s but when this contract's up in 18 month I'm not sure I'll be up for any more of this time-consuming nonsense!
on 26-01-2022 18:31
Hi Nialli,
Thank you for your post.
Upon reading what you have posted/advised - at this point I can only apologise for the whole experience. I know that doesn't make up for what you've done in terms of time and effort spent with this. I can only appreciate how frustrated you must be.
From the bottom of your post I have an understanding that it's being resolved as we speak. I can only assure you that the team will be looking to put this right.
Can you please keep me informed as to when you've had some contact from them.
Cheers,
Ryan.
on 26-01-2022 19:33
Thanks Ryan.
on 27-01-2022 07:20
The infuriating thing for me is being required to move mobile service to O2 before the customer services were integrated. I have led global mergers and acquisition projects for many years and the golden rule is never, ever inconvenience the customers. You must establish processes and procedures before going live. Virgin Media O2 has failed to do that and has slapped on an unwelcome price hike at the same time. As a professional in that game I see two companies failing M&A 101. As a customer I just experience the pain and inconvenience of days on the phone and incorrect billing
on 27-01-2022 12:53
Sadly, my saga goes on. This morning I get an email from O2:
I call O2. Speak to a lady who says she’ll sort this for me then the line goes dead after half an hour on hold. I call again.
The line keeps fading in and out but I persevere.
The man from O2 says he understands why I’m being billed for the remainder of my contract but will attempt to resolve the matter. After another 30 minutes on hold he says that, given the circumstances, the termination bill will be waived but I won’t see this until the next billing cycle (Feb 27). He tells me that Virgin and O2 are not the same company and VM cannot make promises regarding O2 billing
I have the O2 agent's name, much like I record the VM agent details too, but I'm not comfortable this is resolved.
on 27-01-2022 13:31
Hi @Nialli
Thanks for posting on our community forum!
My apologies for the inconvenience again, please do let us know what O2 inform you once contacted.
Regards
on 27-01-2022 15:46
Hi @Nialli
Thanks for the reply!
If O2 have advised the fees will be wiped then they'll get this sorted for you and will be reflected in your next bill (if this is what has been advised)
Has your number been ported?
Regards
on 27-01-2022 16:01
Yes. My number was ported on January 13th and I've been using the VM SIM since then.
on 27-01-2022 18:46
I see, is there anything else which requires looking into on our side after O2 have cleared that up?
Regards
on 27-01-2022 21:31
Thanks. I’ll let you know when I hear from O2.