on 07-09-2021 22:13
Hi,
I have upgraded my pay monthly contract but new documentation has a new number on it… despite requesting i keep same number
Please can someone at VM take a look?
Regards
Kieran Gallagher
on 08-09-2021 09:20
Hi @Kieran1974,
Thank you for your post and welcome back to our community forums. We're here to help.
I'm sorry to hear this. Unless you've requested a new number then you should keep the same one when upgrading. Did you request an upgrade of your current contract, or did you purchase a brand new additional one?
Have you also checked your Virgin Mobile Your Account online account yet to see what number(s) is listed there?
Thanks,
on 08-09-2021 13:41
Hi Zach,
Requested upgrade and My Virgin Account page shows new number alongside current number
Regards
Kieran
on 08-09-2021 15:47
Hi Kieran1974,
Thank you for your reply.
As both numbers are showing on our account, it would imply this has been taken as a separate contract.
We would be happy to assist with this, can you please confirm if you are due or have received a new handset with the upgrade?
Thanks
on 08-09-2021 16:20
Hi Nat,
New device is due this week
on 08-09-2021 18:35
Thank you for your reply Kieran1974.
To clear this up, I think we will need to take a closer look at the account.
I will just need to pop you over a private message to grab a few more details and we can go from there.
The message will be available via the purple envelope on the top right of this page.
Speak soon,