Connectivity or what?

[VM60]

HELP!    I've got a Virgin Samsung Galaxy with O2 connectivity - or rather, since Saturday ... no connectivity unless its over WiFi.  So when I leave the house, no phone calls, messages, maps etc, until I find a hotspot or more likely a pub. After various unsuccesful resets, O2 said its likely the sim card and sent me a new one - to no avail.  The O2 shop had a look and couldnt help and took the phone to the tech shop next door, who also couldnt help!

So I've just spent another 3 hours on the phone talking with 6 different people (and been mysteriously cut off twice). O2 say to contact Virgin for a replacement, Virgin said its all run by O2 now, so speak to them.  O2 offered me a new phone rather than a replacement and Virgin told me I'd still have to pay for the current one!  Virgin then finally offered to put me through to discuss a repair and then cut me off!   I'm only 18 months into my contract.

Has anyone had a similar experience or can offer advice on what to do next?   Thanks!

[John_GS]

Hi @VM60 

Thanks for posting and welcome to the community. Sorry to hear of any issues with the handset.

Can you confirm, was the handset taken out under Virgin Mobile or was it taken via O2? 

Best wishes.

[VM60]

Thanks John, it was taken out under Virgin Mobile.

[John_GS]

Thanks for confirming and also to confirm a new SIM has not fixed the issue, you're still experiencing the connection problems? Have you been able to test the new SIM in another handset?

[VM60]

Yes, I took the mobile into the O2 shop, they tried a few things and put my sim in their spare phone and that worked - without the need for WiFi.  Everyone is convinced its a device glitch but I dont know how to resolve it.

[Ayisha_B]

Is the phone still under warranty?

How did O2 leave things with you?

[VM60]

Thanks Ayisha,

Warranty: I'm not 100% sure TBH.  The contract started February 24 (19months).

O2 offered me a replacement phone that turned out to be a new contract - and then decided to connect me to VM  who told me that I'd still have to pay off the 'rent' on the failed one.  I got mysteriously cut off when VM tried to put me through to discuss repair.  Although that seems to happen frequently when your on the phone for an hour!

[John_GS]

Hi @VM60 Thanks for coming back to us.

Please call the team directly and we can discuss a repair of the Phone.

202 from the phone or 0344 809 0202

Best wishes.

[VM60]

Ha Ha Ha!   

I've spent every one of the last 7 days, usually 3 hours at a time, speaking to a dozen different people on both of those numbers!!!    I've even been to the O2 shop.  As a last resort I was hoping someone on here could help or advise me, but its all just going round in circles.

Actually, one of the VM guys I spoke to even tried to get me to upgrade my TV and broadband package instead!!  That will be going shortly, as will my VM/02 package.

[John_GS]

We have checked and the numbers above are correct for you to call regarding a repair.

Best wishes.