I'm not sure if I'm glad I'm not the only one having this issue or not but here's a tale of my experience with customer services over the sudden failure to recognise my phone and then telling me I can't register it as I've reached my maximum device changes for the month (I hadn't).
I rang customer support on Thursday when my phone wasn't recognised and was met with the legend that is maximum devices reached.
I waited patiently for an hour and a bit to get speaking to a very nice lady who told me she'd immediately reset my device limits and within an hour I'd be able to register my phone.
Two hours later, not only could I not register my phone, but my tablet, which had been working fine had now been deregistered and couldn't be re-registered because, yep, maximum devices reached.
I rang again, another hour and a bit (fair enough given the covid-19 situation) wait before I finally got through to someone who told me that the previous technical support person had been working from home, hadn't accessed the right screen but they understood my annoyance and would immediately fix the problem. He came back on the phone and said the issue was fixed and if I was still seeing the devices message I should uninstall the app and reinstall it. I was still seeing the message, I did uninstall, I did reinstall, I still can't use either device.
This morning I rang again, bright and early (8 on the dot) so as to avoid lengthy delays. An hour and a half later (and by the way Virgin, making people who are waiting over an hour listen to George Ezra singing ''what ya waiting for'' on a loop is sick humour personified) I got through to another ''techie'' who said he needed to refer the matter to his manager. He said he'd call me back - I said, I'm at work, here's my mobile number. He said he'd call me.
Two hours later he calls my son's mobile number (one of the contact numbers on the account) and not the number he asked me for. My son says, ''speak to Dad, here's his number. My son hangs up, the house phone then starts ringing. My son answers it. It's the techie again. ''I told you, he's not here, speak to him on his mobile, here's his number'' The house phone rings a further five times over the coming hour.
I ring virgin again. I get George Ezra demanding to know what I'm waiting for again. Eventually I get through whereupon I'm told - ''you'll have to wait until next month''
So, I rang with one device working but wanting both to work - they fixed my problem by making neither work. They asked me for a number to call me back on and then didn't call me on it. I had over ten hours on the phone. I ended up buying a NOW tv pass to watch the match I wanted to see.
I decide to log a complaint via the email us form. I write it out. I click submit. It says error - please try again. I try again. It says error- please try again.
I find community. I register to post this. I'm literally stunned by the levels of incompetence Virgin have shown today. I'm an author and a journalist. I'm seriously tempted to write about this but the problem I have is accurately reflecting just how incompetent this so called customer services department has been in dealing with this will probably leave people who haven't experienced it thinking it isn't possible for any company to perform so poorly.
Now, VM - if you wouldn't mind - could you please RESET my device count so I can use the service you charge a King's ransom for?
