My mobile phone is part of my broadband package, due to the price increases I submitted a cancellation, but later stopped this cancellation - my broadband is still live.
However, Virgin have incorrectly terminated my mobile phone and left me with no phone. I cannot phone customer services as I have no phone. I borrowed my neighbours phone and the mobile team told me they cannot help me and I need the "oomph team" but they are closed, then hung up on me when I asked to speak to a manager.
I cannot, as we never registered for the "mobile" online account, only the "media" one, however, both DDs are active, although the mobile one has never taken any money.
I have now been told that Virgin have lost my mobile number, and I am awaiting a letter of deadlock to take this matter to ADR. In the meantime, I am in the process of setting up accounts with alternate providers, seeing as Virgin can't/wont provide a service.
Sorry to hear that your complaint has gone to deadlock, you can find out more about our complaints process here. Unfortunately the port request would not working if the number isn't active following your original cancel request, but in looking at the number status it has been referred to the mobile service team to try and retrieve the number ref#P010426146. This can take 3-5 working days.