Long story. Wondering if anyone can explain what was going on ...
I have a relative who had a Virgin PAYG phone. She didn't notice a text message from Virgin on 11th November last year saying that the PAYG service was ending, so was surprised when her phone just stopped working. We then looked at the website which said that you had three months from the date of being informed to transfer your number elsewhere. Three months had not gone by at the time, so I tried to arrange this for her, but the rep I spoke to just said it was too late. This was on the 9th February, which is just under three months from 11th Nov, but the rep gave some cut-off date in January. I couldn't get an explanation of why this was different from what it said on the website.
So I then filled in a complaint form on Virgin's website somewhere. My relative then received a letter which basically repeated what the rep said (cut-off date is 18th Jan) and that 'we hope this works for you'. So not really helpful at all. It said for further assistance to call 0345 454 1111 or log in to mobile.virginmedia.com. The 0345 number just seems to be the customer service people that I spoke to in February. We can't log in to the mobile.virginmedia.com because it requires some password we don't know, and we can't change the password because that requires your mobile number, and it no longer recognises her old number as valid!
So basically she's lost her number and Virgin have been no help in explaining why or what we can do about it. There is complaint reference number on the letter, but I can't find a number I can call which deals specifically with complaints.