Faulty handset

[Raba]

I have been a loyal virgin mobile/media customer for over 12 years and i never really had any issues with receeption handset or customer service up to about 3 yrs ago.it all started going wrong when 10 months in to my mobile phone contract I tried reporting my handset being faulty.

CS at Virgin media have told me that I have to get in touch with O2 regarding any handset issues as i am a O2 customer now,and when I got in touch 02 they told send me back to virgin mobile.after weeks of complaining,CS manager at virgin mobile have told they will send me a box to send my mobile in for inspection.days gone passed and I didn't get any boxes,so I got in touch with them again and still waiting.....after months  of complaining and  countless emails and phone calls I had to get a new handset from elsewhere and refused to pay for remaining contract (£165)

Now I am getting threatening letters and phone calls from them because they can't follow consumers rights!!!

[Molly_T]

Hi Raba 👋 Welcome to the community forum! Thanks for posting! 
Sorry to hear this feedback about your experience getting support with a mobile handset! We appreciate this must be frustrating. 

Sadly we are quite limited with what support we can offer now that all mobile support is directly through O2. We can advise that there's a handset loan support team you can reach directly by phone on 📞0345 602 4420 - hopefully they are able to help get this resolved for you! 🤞

Thanks for your patience in the meantime. Wishing you all the best. 🌞