Virgin Media Community

[jimbrogan]

Hello. I currently have a Galaxy A20e on a pay monthly contract. This phone was supplied in July 2020. A couple of months back I rang Virgin to report my phone kept cutting out during calls, After an extremely long and tedious call to Virgin the operator finally conceded I needed a new sim card which I received shortly after. However calls are still cutting out. Clearly there is a fault with the phone itself. My son has an identical model on the same pay monthly contract, but his phone never displays this problem. Could Virgin not cut a long story short and simply replace my phone? It clearly has a fault with it. I cannot face another long involved call where the operator simply goes over the same old ground and does her best to absolve Virgin of any blame. I don't want to leave Virhgin but I simply cannot go on with this problem.!

[enlli]

Virgin will want to repair it and if you want my advice don't let their repair centre anywhere near it. 

Got to Samsung direct. They repair phones for 2 years from purchase under warranty.

https://www.samsung.com/uk/support/repair/

[jimbrogan]

Thanks for the reply and advice. To be honest I am so sick of the phone cutting out anyway and I'm tempted to just pull out of the whole thing. The problem with sending it anywhere for repair just now is that I am expecting to be contacted anytime by mobile phone concerning my coronavirus vaccine injection. I simply cannot risk missing that communication.

[Beth_G]

Hi jimbrogan,

Welcome to the Community Forums - thank you for posting here.

I'm very sorry to hear you've been having a lot of problems with your handset during calls. Can you please confirm whether just standard calls are just affected, or are Facetime/WiFi calls also cutting out too?

We are keen to get this looked at for you - I appreciate you've already spoken with the team, but if you would like to book in the handset for a repair, we won't need to go through steps you've already been through over the phone to us. Just let us know and we can arrange that for you.

I know you're expecting an important call, but just let us know whenever is convenient for you and we can arrange a repair for you.

Kind regards,

Beth