My wife and I have a Virgin mobile account each but now need to cancel our accounts and port our numbers to a new supplier.
However, we are both hitting a brick wall and have spoken to five different 'customer service' operators over the the past four days without any success in getting our PAC numbers. I have had the call discontinued, been told that the department responsible isn't 'there' and have endured the most interminable scripts and excuses read by these people for not giving me the codes. This behaviour is beyond acceptable.
I'm a patient man but enough is enough.
Does anybody have any suggestions for getting the codes we need before I explode?
Right. This is getting me really angry now. I sent an email to Tom Mockridge asking if his team can help me get this PAC - but no response from him. Apparently, the 'only' phone number that can give me a code (0800 1831150) is non-operational.
I've just spoken to a customer services guy in the Philippines called Ben who refused to give me a code unless I cancelled my account NOW (he was shouting at me to do this) and would not listen to me telling him that he was wrong. I asked for his manager and he said, "it's me". I put the phone down on him in the end.
I'm utterly astounded by this appalling service. Is there really nobody within Virgin Mobile who can perform the simple act of giving me a code without reducing me to banging my head on my desk.
@ModTeam - second try - this is not only bad CS its illegal - VM like all mobile phone networks are governed by rules on this - someone or a dept needs a kick - in the meantime you are breaking agreed procedures
Thanks Tony for your remarks. My background is in the area of public relations and corporate identity. If I'd come across Virgin Media as a potential client I'd have run swiftly in the opposite direction.
I've drafted a letter to Virgin's complaints department in Swansea and if they don't reply by Friday then I'll take the matter up with OFCOM.
send it registered and write your letter to OFCOM ready to send - i am not saying you wont get a reply from them by friday but from other comments on here you have more chance of winning the lottery on wednesday or finding hens with teeth
I rang OFCOM this morning and raised a case issue. Easy process and helpful person at the other end.
Within an hour I received a call from Virgin's CEO's office with my code. He spoke to my wife and gave her a code also.
Reading between the lines of our conversation this is far from an isolated instance of customer service indifference/incompetence, and it's a shame that the service has deteriorated so much over the past couple of years.