Old Virgin Mobile help - handset agreement

[neilus77]

Hi, can anyone help me before I lose all sanity. Several years ago we took out a Virgin Mobile contract, things were great but then it went to O2 and I can't find any details anywhere so I can see when the handset agreement ends and when the actual O2 contract ends. Live chat are sending me round in circles, Virgin website offers no help at all so hoping a community moderator can help me before I lose my sanity.

Also I have moved house so all those details need changing but can't because I can't find an contract details.

Please help.

[MOD EDIT: Subject title changed for clarity]

[Ashleigh_C]

Hi there @neilus77 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry for any confusion regarding your mobile account, can I first just clarify, are you still able to see the handset loan agreement with us?

[neilus77]

I can't see anything on my Virgin Media account, I am sure it used to be linked but all I see is my Broadband/TV package. I have searched my emails and can't find the original agreement and security number.

[Ashleigh_C]

As the SIM will have moved across to O2 the My Virgin Mobile account is no longer active but you can view the actual credit agreement for the handset load still online @neilus77 

Do you still have the log in for this? It is sent out to you from us when you first agree to the loan via an email if you can check your inbox for this and try to log in you should be able to see the agreement still with us. 

[neilus77]

As mentioned I have nothing, I have searched my emails and can't find anything, in regards my mobile contract, original agreement or security number, I can't even remember when I took the contract out. In regards the sim, I have tried all sorts of emails and again nothing so no idea how to access that account either.

[Megan_L]

Thanks for coming back to us Neilus77, I can certainly see your predicament! 

Sorry you're not really finding any help from anywhere else, but I believe I can assist with resending your handset loan agreement.

As for changing your home address etc, you'll need to speak to our Handset Loan Team on 0345 454 1111 🤗

I'll send you a PM now so we can get that email resent.

Speak soon!

Meg

[calvinm666]

I’m in the same boat it’s disgusting to be left in the dark. If it wasn’t for the fact it would ruin my credit score I’d cancel it, they’d soon ring for payment if I wasn’t paying it. Or on the other hand what if it’s been paid for too long and your due a refund? I’d want interest on that value also