Hello,
So starting to see a number of posts crop up in regards to 5G issues and I am one of them, with no ability to have any support. I have seen a number of posts online now from existing customers who are unable to move to 5G services.
So I bought a Samsung Note 20 Ultra 5G from Virgin back in September 2020. On the website, it clearly made some bold claims of 5G availability as soon as possible and how I will be migrated for free. (Please see the attachments that I have luckily been able to obtain).
All was going to plan until 5G services start going live for Virgin customers. I have contacted Virgin who keeps changing the goal posts to the reasons why I can, or can't have 5G services.
The main points I have been told is,
1) You need a new sim card
A - I have had 3 sim cards now.
2) You're not in a 5G area.
A - I have been in areas with clear 5G Vodafone coverage
3) Your plan is 4G only.
A) I bought a 5G phone, and it was advertised as 5G.
4) You need to re-contract your plan, for an extra £13 a month for 12 months.
A ) Why?
5) You need to leave Virgin Mobile, port your number out to another network and then port back.
A) Why?
6) You need to pay us £1083 to exit your contract so we can upgrade you to a new sim only plan. ( I am currently on a 30-day contract.
The last person I spoke to told me that Virgin did not have 5G services on offer or advertised back in the time I bought my phone so my argument is invalid. I have information against this.
These are just a few of the things I have been told for the reasons why I can't have 5G services. I can't be the only person who thinks that this is ridiculous.
Multiple people have told me that I need to be a new customer to get 5G services and that ultimately I need a new contract, why was I sold 5G.
My simple suggestion to this issue was to apply me on a new contract for the same tariff and discount it to the same price... this appears a very common-sense approach.
I have tried to raise complaints, these seem to fall on deaf ears. I have tried to email their CEO to raise issues, 3 emails I have sent without a response, and the icing on the cake I had an email yesterday saying "
Here’s a recap on your complaint:
Mobile > Customer Experience > Other
And here’s what we agreed:
Resolution |
Apology to customer |
We’ve now closed your complaint. Thank you for being so patient with us."
When did this happen..
I feel like the only way I can escalate this would be with Asa/Ofcom however that seems a silly way for a very simple customer service issue.