I renegotiated my whole bundle - BB/TV/landline - through Retentions over a month ago. The package was supposed to include a sim with 5GB data and unlimited minutes/text a month, but although everything else has been sorted, I cannot progress the sim. I have rung 150 several times and been passed from team to team only to be told that part of the order is "parked" and someone from the Back-office team will be in touch. Needless to say they haven't been in touch. I really don't know how to proceed, it's been over a month and I'm now paying for a service I'm not receiving. When I try to call 150 now, I can't even get an answer after waiting 20 minutes. Any help would be appreciated.
Just for completeness, I'd like to highlight that this issue has not been resolved. The private message advised me to contact fraud prevention, which I did. They said they had "unparked" the order (the reason it had been parked was nothing to do with me). A week later I rang 150 because I had heard no more - 45 minutes and 4 agents later I decided I would rather pay for a service I'm not receiving rather than have to go through the hell of dealing with VM customer service any more. The fourth person I spoke to wanted the password for the "new account" I had supposedly set up (not the main VM account but a Virgin Mobile account) - he just didn't believe me when I said I had never set up such an account. Then he wanted to go through the process of setting up a new direct debit, even though I'm already paying for this through my main bundle, he said it would be for £0 a month. I decided I'd rather do without the sim than go through the hassle and risk of setting up a completely unnecessary direct debit, then he told me I would be charged for cancelling because I'm technically in contract. So I will pay £2 a month and receive nothing in return for 18 months - thankfully the saving I negotiated in my monthly bill will more than cover this, but OMG, what sort of company behaves like this??!!?