on 03-09-2021 22:08
Please can somebody inform me exactly WHEN I will no longer be able to use my PAYG sim card. I keep getting conflicting dates from the different Virgin agents that I speak to, not to mention the dates mentioned in newspaper articles. Do different people have different dates when their PAYG services will be terminated as Virgin stops this service. I do not feel that Virgin are handling this very well. I was told it would be in January 2022 but then today a rep told me it would be in October!
So, Virgin, please may i have an answer - I am currently using my PAYG in the USA.
Thanks
Answered! Go to Answer
on 03-10-2021 08:18
Hi @dandecay thanks for posting and welcome back to our community.
As nodrogd has suggested our ending of pay as you go is going to be phased out over the next 3 months. I am certain you will get your notification.
Regards
Lee_R
on 13-10-2021 12:29
@nodrogd wrote:Some are even getting refunds of any remaining credit.
Interesting that you say "SOME" are even getting refunds of any remaining credit.
Surely EVERYONE should be getting a refund.
Is the refund process automatic if you request a PAC, or do you need to apply for the refund separately (and if so, do you apply for a refund before you request a PAC or after)?
I've read that any refunds are made by direct bank transfer, but I can't find anywhere online to put in your bank details.
As usual, Virgin fail to communicate effectively with their customers. Is anyone who's actually received a refund able to explain how the refund process works?
on 13-10-2021 14:47
Hi ianiam,
Thank you for your post.
If a customer would like their balance to be refunded then they would need to request this prior to the number being disconnected.
We would take the details from the customer to refund this while going through the refund.
^Martin
on 13-10-2021 14:57
Once you request a PAC number, is your number disconnected immediately or only when your new provider activates it?
Could you apply for a PAC number/code, then request a refund, then give the PAC code to your new provider?
Thank you.
on 13-10-2021 15:02
Hi dandecay,
Thank you for your post.
The number would only be disconnected from ourselves once your new provider takes over the number.
Yes, you can get a PAC code and have a refund requested then have number transferred to the new provider. But you would need to leave enough time for the refund to be fully processed before transferring the number.
^Martin
on 13-10-2021 15:20
on 13-10-2021 17:13
@dandecay wrote:
Thank you, Martin.
How long does it take for the refund to be fully processed? If I have to wait to get this done how long does the PAC code last for? Please confirm the order in which I go about this - do I get the code first, then request the refund, then get the number transferred by giving the new provider the code?
Thanks.
I'm fairly sure the PAC lasts for 30 days so that shouldn't be a problem.
For most people, I think the main issue is how long their phone will be out of use. If Virgin cancel your credit balance but it takes a few days to actually process the refund, you're going to be left with a phone that can only accept incoming calls. Then it's another day for the PAC transfer to take effect until you can start using your number on the new network. Clearly not ideal, and no doubt Virgin will be hoping that people will just forego their refunds to facilitate a speedy transfer. It would be nice if Virgin agreed to donate all unclaimed credit balances to charity rather than keep it for themselves, but I can't really see that happening!
on 13-10-2021 18:07
Hi dandecay,
The order shouldn't really matter, if you port your number out [request PAC and provide PAC to another provider] the refund can be done afterwards. Refunds are processed 7-10 days.
Cheers,
Corey C
on 13-10-2021 18:18
on 13-10-2021 18:24
Thanks for your reply and update, dandecay. Glad the phone care team was able to get things sorted for you.
Cheers,
Corey C