I had my new Virgin Media Top Oomph Package installed for the first time last week. All good but I have not received my free SIM card. I contacted customer service and was told it should arrive by the end of last week but still nothing has arrived. I am trying to get this matter sorted prior to my 14 day cooling off period. If this matter cannot be sorted within the next few days for something as simple as this I will cancel my account. I honestly can’t see what is so difficult when most mobile suppliers ensure SIM cards arrive within 24 hours.
Thanks for your post and welcome to forums 🙂
I am sorry to hear this, our sims are sent 24 hours after a credit check has been done for the sim, after speaking to our mobile team to carry out these checks.
Have you spoken to our team and got your mobile account set up ?
Hi My credit check was done on the 18/6 and I was connected up on the 26/6/21 my contract states that a SIM card is included however after speaking to your team several times no one has resolved. I shouldn’t have to have another credit check done I am remortgaging my property at the min so I do not want another credit check doing. Please can someone advise
I have located your media account but there is no mobile account attached or at the address. This means no credit check for the mobile has been done, we need to do one for your media and mobile account as they are both separate accounts
This issue has still not been resolved, after looking to help on her. Logging 2 complaints and again I’m on the phone right now to speak to someone to resolve.
you never get called back and anyone that signs up for the unlimited oomph package is mislead as it doesn’t state anywhere when you sign up that this includes 2 credit checks. Which is a nightmare when you are going through a mortgage
Please allow 28 days to receive a response to a complaint.
Apologies that you feel our Ultimate Oomph! packaging is misleading, I understand that it may not be ideal for you to go through two credit checks when you are applying for a mortgage. We do require one credit check for the media services and one credit check for the mobile services.
Please do keep me posted on how you get on with your call today,
I’m happy to have one done as per my complaint ref - C-2806211539
they have advised to contact the number which I did to sort this, and I would get an apology as well as change to credit file. So by this it looks like they mean they will remove the 2nd hard search however no one can help.
If it’s not sorted today the entire thing will be cancelled as you are in breach of the contract that I have