Virgin Media Community

[jade1962]

Hi

I recently switched from SIM only to having a phone contract.

I suddenly realised I was paying for texts and on looking into it, realised I am on a data only contract (which includes unlimited minutes).

I spent 2 hours on ‘Live Chat’ to be told that because I had ‘selected’ that contract it couldn’t be changed. The only options were to pay off the handset in full and start a new contract, or add another line to the contract - neither is realistic!

Thinking back, the only contracts on offer were data only, which seems ridiculous.

Has anyone else had this problem and been able to get a text allowance added to the contract?

I must admit, I will be leaving Virgin as soon as I can at this rate. This isn’t the first problem I’ve had. When I first moved from EE, I ported my number, but people on one of the other networks could only contact me on the number Virgin had originally assigned to the phone and I missed a message from a friend telling me she has cancer.

Thanks for taking the time to read this.

Jo

[enlli · Accepted solution]

If you have a Freestyle contact and pay by 2 Direct Debits then the SIM is 30 day rolling and can be cancelled at any time. You just keep on paying for the phone. 

Customer services have been pushing out 'misleading' information since these contracts first started.

I've asked the team to look at this

[Chris_W1]

HI jade1962, thanks for contacting us regarding your Mobile contract, from reading your post something doesn't seem quite right and we will get a Private message sent over to you to ensure that this can be looked into further - Chris 

[teabag]

If the SIM has a minute/call allowance, it is a normal phone SIM/plan which have always come with a unlimited text allowance to UK numbers, a Data Only SIM would not include any minute/call allowance?.

What price are they charging for the texts?.

[Olddiggerblue]

How do i get out of this data only contract ??? I want 1Gb unlimited mins and text like i wanted with my new package . Was to be so simple but can Virgin provide ...not apparently .

☹☹☹

[jade1962]

Hi, it has taken a very long time and a lot of work from a very helpful chap called Chris, but I think I’m getting there! Basically, the handset and allowances are on two separate contracts. The allowances one is a monthly, rolling contract, so should be able to be changed at any time. The problem seems to be in getting someone to realise that the contracts can be unlinked so that the allowances can be changed! I have been credited money to cover the cost of the texts I’ve had to pay for and my contract should be back to unlimited texts and minutes, plus 1gb data at the end of the month. Good luck getting this sorted out for yourself.

Jo

ps they definitely have to do this for you, so don’t be fobbed off! 😀

[Olddiggerblue]

HI Jo .Thanks for the reply .Good to know that it is possible to revert to" normal " phone contract .I too have spent hours  many hours on  this. Including new contracts  and long customer compaints letters.  At this point getting nowhere.

Im almost at the point of using another provider.

Thanks again and good luck!!!

Regards dave

[Olddiggerblue]

I have been informed by a Virgin Operative that once your on a data only package you cannot revert to a all in phone package .The issue is in the Virgin software which only allows Data Only upgrade paths.ie in my case the next  upgrade would be 2Gb Data only . This aligns with the upgrade as seen in user account.

I am peeved since i originally ordered of the internet and it was certainly a 1Gb unlimited package . I however needed to confirm payment details with an operative and this is when i believe the contract was changed ,probably inadvertantly . 

Result my shiny new Samsung can never have an normal all in package. 

Im assuming if i leave Virgin and go to another provider all will be well??

Regars dave

[jade1962]

Hi Dave

the exact same thing was said to me when I did a ‘live chat’. However, once I wrote the initial comment at the beginning of this post, someone said that’s not the case and then the Virgin chap, Chris, started the process of sorting it out.

 I’d suggest starting a post on this forum and put in the message tags things like ‘thinking of leaving’ ‘how do I end my contract’ etc

Good luck!

Jo

[G3n]

Seems there is no resolution for me instead, they want me to return the phone and sim so they can reprocess the order, but doing so I will lose the number I ported to virgin media that I had forever! For a mistake they have made I have to pay for...

Being on 30-days rolling I though I could just return my number to my old provider and they said that doing so will leave my account without a SIM and I will have to pay for the remaining balance on the phone, disgraceful!!!

https://community.virginmedia.com/t5/Virgin-Mobile/Wrong-SIM-sent-following-phone-purchase/m-p/45874...