Virgin Media Community

[RogerPaul]

Virgin have cancelled my pay & go mobile saying my 12 month contract has expired. Why on earth would a pay & go have a contract ?

[enlli]

They don't. But PAYG ceased on the 11th January.  Probably poor wording

[Nathan_B]

Hi there @RogerPaul,

welcome to our forums and thanks for your post. @enlli is correct we no longer have PAYG so I also suspect it's the wording that has complicated things.

Just to confirm have you been on a Sim only contract with us as this notification may have been to say that this contract has now expired.

Regards

Nathan

[RogerPaul]

Was unaware I was on a contract of any sort. Virgin say they sent me a text to say contract was ending but I received nothing. Really annoyed about it all.

[Paul_DN]

Hi RogerPaul,

We are really sorry you didn't see any information around the removal of Pay as you go, we are sorry for any inconvenience caused, we are still providing Pay As You Go on 02, if this is something you would be interested in you can find out more here, if you have any further queries or need any further help please reach back out to us, if you wish to raise a official complaint this can be done via our Complaints Code Of Practice.

Regards

Paul.
 

[RogerPaul]

I needed to call home as I had car problems. Your people say they sent a text to inform me that "my contract had ended" No such text was received by me. Poor customer care. I still have no knowledge of why or how a contract would be applicable to a pay as you go mobile. Please explain.....

[Paul_DN]

Pay as you go wasn't on contract unless you did this Via a Direct Debit.

Regards

Paul.

[RogerPaul]

I know that to be the case Paul. Pretty disgusted with Virgin Media as a company & will be looking to transfer my T.V service to Sky as soon as is practical......

[Nathan_B]

I'm sorry that you do feel that way @RogerPaul, we started sending text notifications to customers frequently months before the PAYG services were stopped. 

This then allowed them time to make any new arrangements to keep thier number and use any credit left on the account. Unfortunately as this period has now passed we are unable to reactivate any PAYG services.

If you do wish to have a complaint raised I will certainly do this for you however just to set any expectations I won't be able to reactivate this for you.

I will send you a PM to take some of your details.

Regards

Nathan