I’m really annoyed with the way Virgin have handled this. Whoever is responsible for customer marketing and communications has done a very poor job. I too received an email announcing my “...new sim order was on its way” In other words the email suggests I placed an order for a new Sim myself which I did not. My first reaction was that at worst my account had been hacked or at best that the email was a scam. Virgin should be informing customers clearly and not just lazily recycling a standard ‘new sim is on its way’ email. I had to take time out of my busy day to call customer services in a panic to find out what was going on. I’m particularly concerned about older customers who may be unnecessarily stressed by these emails. Sort yourselves out Virgin - rubbish and lazy customer communications!
I’m really annoyed with the way Virgin have handled this!! Absolutely disgusted by the customer service and who ever has been responsible for this changing of SIM cards.
I never even received an email! I received a text message from virgin mobile saying ‘Thanks! We've ordered your shiny new SIM - it'll be on its way shortly.’ - (I never ordered a sim)
I panicked that the account had been hacked, then after checking my account I disregarded this as a scam, only to receive a letter in the post a couple of weeks later with a new SIM card. I was looking into why I had been sent a sim and then recieved texts telling me that the swap would be happening today! I hurriedly backed up my phone and then noticed I had no signal and can no longer use my SIM card. I put in the new sim only to get the message that it was activated but that it wasn’t compatible with the phone.
I have now spent over half an hour, TRYING to talk to Virgin mobile support. The guy I spoke to was beyond unhelpful, not in the uk and language was a barrier, as well as the network connection. The guy kept talking over me and saying yes to anything I asked! He then told me to contact Apple (I have an IPhone) to get an unlock code. This makes no sense, as I am switching one virgin sim to another.
Sort yourselves out Virgin - Terrible, poor and lazy customer communications!