How do you get some customer service??

[Roy5719]

I have an ongoing complaint with Virgin about roaming calls. They sent me a new SIM card and now I get no mobile signal at all at home in the UK. Every time I contact customer service they hang up on me!!!!

How do I get some action?

[Ryan_N]

Hi Roy5719,

Thank you for your post and welcome to the forums. 

Sorry to hear about the issues you've been having with your SIM. Have you been a customer of ours for some time or are you new to the network? Is it just calls that is affected, how about texts and data etc? 

Cheers, 

Ryan. 

[Roy5719]

Been with Virgin for just over a year. Had no issues ( even got my wife onto your network!!!) Until trip to Spain in June. Data worked, dialling out worked but dialled in calls wouldn't connect ( for both of us). Customer service just not interested at all - lame excuse after lame excuse. Came home and had problems with everything - calls, data, sms. Then discovered you'd moved to O3 - we don't get a signal on any network except Vodafone where we live which is why we used you. Customer service again "you need a new SIM" - received it there days later installed it and - NOTHING. I now have a phone I can't use at all at home, my mother is in hospital and I can't get calls and you simply Don't give a damn!!!

[Ryan_N]

We do care, I assure you of that. 

I apologise again for the experience you've had - not what we like to hear at all. I can appreciate that you need to be with a supplier that can provide you with your service. Are you on a SIM only plan at the moment? You would be able to request your PAC code to move to a supplier which works in your area. Let me know.

Cheers, 

Ryan. 

[Roy5719]

We're both on SIM only two year contracts. I would need to find an alternative supplier. If you are saying that I (we) can move without penalty then I can start looking.

Following my recent experience, if this is the option you are offering me then could you write to me explicitly stating that no penalty would be charged. I can let you have my wife's details as well.

[Ryan_N]

I will send you over a private message to confirm some details 🙂 

Cheers, 

Ryan.