One of the issues is that ooph packages can deal with both home and mobile but everywhere on the website and the automated phone lines make you choose between the two, then help with neither.
My package is supposed to include broadband and mobile. I was supposd to get a sim card, which did not materialise. No way of getting through to a person, until, after 2 months of trying I finally spoke to a human at virgin who could not help me as my password didn't seem to match theirs.
He did offer to put me through to the ooph team (there is one, hurrah!!!!) but as he transferred me, we were cut off (really not surprising).
Does anyone have any idea about how the ooph packages are supposed to work or what to do regarding this truly despicable customer service (over two months unable to make contact about a service I have paid for). They were really happy to send me the bill - and even a warning when it wasn't paid in full. Who else wants to leave virgin as soon as they've joined?
Speak to Retentions on 150 or 0345 454 1111 - options 1-1-4-4 "Thinking of leaving" - they are open 08:00 until 21:00 BUT calling early between 08.00-10.00 midweek is best, when you will usually get a UK call centre with staff more informed and helpful. They seem to have the power of God over other departments.