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£100 trade in code not received

Joining in

I have taken out a contract with Virgin and part of the deal was for an extra £100 when trading in my old phone. I still have not received the promo code. Calling customer service was useless I was constantly "transferred" but this just meant being put back in the normal queue.

How do I get my code?


Forum Team
Forum Team

Hi ChadK,

Thank you for your post and welcome to the community. 

I'm very sorry that you haven't received that yet. 

Can you confirm if you have had notification to confirm that we have received the handset?


I haven't sent the handset in yet, I was told the code for the extra £100 needs to be added before I actually send the phone. When I go through  your trade in website, it asks for the code as I'm  arranging to send it in, if I send it without this code I would lose out on the £100 so i need the code first

My apologies for that. Have you checked your spam inbox to make sure it hasn't gone in their?


Yes it's not in the spam folder

To confirm, when you have called into the team. 

Have you used 0800 052 2105.


Yes called customer services, was told it was dealt with by a third party, this isn't the case as Virgin run the promotion

Okay, I would like to help with this. What I will do is private message you so I can look into this for you.