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stewie77
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New sim sent

Told had to have new SIM.  It is not compatible with my old handset.  New handset meant to be ordered 20 Aug 2020 - still not here.  Been chasing and told ordered on 31 Aug now. Still not here - problems with couriers.  Cannot get a tracking number for DPD courier so still not on way.

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Ryan_N
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Re: New sim sent

Hi stewie77, 

 

Thank you for your post and welcome to the forums. 

 

Sorry to hear about this - we have seen a delay in handsets due to stock issues, apologies for this. Where was the order placed? 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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stewie77
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Re: New sim sent

Original chat - ordered 20 Aug.  Learned later it was ordered on 31 Aug.(via virgin customer services by phone).  I keep getting told it will be delivered and it is still not here.  Was told you were changing couriers and that there were lots of handsets being sent out.  I was told by online chat 2 days ago that it had been processed and would be here this week - it is now Friday afternoon and still nothing.  What concerns me is I have had texts and emails saying I will be disconnected next Tuesday so through no fault of my own I will not have a mobile phone.  Any info would be appreciated.  Thanks

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Ryan_N
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Re: New sim sent

Right don't worry! Let me send you over a private message so I can look into this for you. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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stewie77
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Re: New sim sent

Hi - no thanks I just want to know if I am going to get a handset or not - many thanks

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Ryan_N
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Re: New sim sent

You have been advised you would Susan - can see the notes on the account from when you have spoken with people on Tuesday. 

 

So I can only re-iterate that we are due to have stock in soon and should be with you anytime. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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stewie77
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Re: New sim sent

OK - I was not told you were waiting for stock - it would have been helpful if they did say that instead of that it had "been processed" and I would be receiving it "next week"/"this week" etc. Ryan, I do appreciate your help but as I am going to be disconnected next week it does not help me at all and as I said earlier I did not want a new handset or SIM either so feel let down by Virgin. I realise you cannot give me any further info so will not be bothering to call, online chat now. I will be looking to get a new mobile phone - not sure which one yet. Thanks again.
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Ryan_N
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Re: New sim sent

Apologies for the experience Susan. I can assure you that we will be getting all phones that have been ordered out to our customers asap! 

 

Thank you. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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stewie77
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Message 9 of 14
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Re: New sim sent

Hi again. Just been thinking - if you sent me a credit how would I use it - could I get a PAYG and insert the SIM that was sent to me until I get the Virgin handset. Thanks.
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Ryan_N
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Re: New sim sent

That's all I meant originally Susan. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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