Phone completely UNUSABLE after O2 migration almost 4 days ago

[ML861]

Hi, so my current phone was bought from Virgin mobile years ago and I've been a loyal customer with them. We even have the full virgin media tv, broadband, land-line package which we pay an extortionate amount for every month.

My contract on my phone is paid off and I only pay the tariff bill which is less than £15 a month. I have no need for a new phone, definitely can't afford one and was happy with my current tariff and 6gb data which was more than enough for me with Virgin Mobile. Against my wishes I was moved, like everyone else, from Virgin Mobile to O2. This was almost 4 days ago and since then my phone is UNUSABLE. 

The only way I can use it is by being connected to WiFi at home. Outside or when Wi-Fi is switched off I literally cannot do anything but make a call. I first noticed this when I was out with my 6 year old on Monday trying to access my banking app in the supermarket. I couldn't do anything. Not even text my husband or go online to see what's the issue. When I'm driving I can't use my maps, I can't access my emails, WhatsApp, Google, even any text messages I send fail.

I've called O2 three times in the past few days and they've tried everything on their end to figure out what's wrong. Basically my phone still thinks it's virgin mobile. Under network name in settings it says virgin. Cause I've been moved to O2 virgin is disconnected now. I've tried resetting network settings, everything. O2 sent me a new sim card that's activated but still my phone doesn't work. Still says virgin under network. I still can't access my data at all. They even asked me to put my new O2 sim card in another phone which I did (into my husband's phone) and it works fine! He's able to access data and there's so issues sending text messages. So the customer service people at O2 think something is up with my phone why there's a configuration problem.

Now bear in mind I have had NO issues with my phone up until a few days ago when I got moved to O2. It's not been damaged, it's not broken. O2 advised me to take my phone to a Virgin Media shop and have them look at it. Which I can't as they've all been shut down. So earlier today after being in hold for 40 mins, I finally got through to a customer service representative at Virgin Mobile. She hung up on me after keeping me on hold and finally coming back on the line to tell me because my contract has expired (which it has as I've paid my handset off completely) that if I want to send my phone to them to repair it (there's nothing wrong with it, worked fine 3 days ago) that I would have to pay for it. Or my other option is to cancel my contract and find another phone company to go with / get a different sim. I never got an upgrade when my current contract ended as I was happy with my phone. She didn't even let me finish talking and hung up. After VIRGIN MOBILE caused all this stress. 

The amount of stress this entire migration to O2 has caused me is unbelievable. The long hours waiting on hold on the phone to O2 representatives, then talking to them for ages trying to sort this out. Being out with my daughter not being able to access anything on my phone. Especially this all happened on Mon and I was trying to connect to my email to check for the code for Taylor Swift tickets to buy them for my daughter whose been so excited. I couldn't do anything. While Only days ago my phone, data, everything was fine and now Virgin Mobile are going to do NOTHING when it was them against my wishes moving me to O2 that has left me with a phone that doesn't work. 

Does anyone have any suggestions what to do except the obvious cancel with Virgin Mobile /O2 or get a new phone. Which I shouldn't have to do. I didn't ask for this and don't really understand why my phone isn't working after this O2 migration. I want to take this further because it feels like if I cancel my contract then Virgin Mobile just get away with how they've treated me, how they've treated a loyal customer and don't even have the decency to offer me a solution. How do I take them to a small claims court over this? I'll definitely be cancelling our Virgin Media TV, broadband package with them too. They obviously couldn't care less how their customers are treated. 

Thank you 

Mev

[maggisurrey1]

Hi, I too have the exact same problem - only calls and texts with Sony Xperia XZ originally bought from Virgin a few years ago and now out of contract with low monthly payments, phone still showing "Virgin" on home screen, lots of calls and online chats (which I kept copy of)  for past few weeks. VM said phone was not locked.   O2 shop were very helpful and put the new SIM in (and also saved my contacts for me)   Got the instructions for changing APN and shop again followed the complicated instructions but got stuck because message came up "Operator does not allow adding APNs of type mms,default", (I immediately took screen print for my records) so they said only thing is to buy a new phone.  I have now used the VM online complaint form, and in "How do you want VM to resolve..." I said I want compensation towards new phone if they cannot complete the migration properly.  I will let you know what I get in response....

[Steven_L]

Hey maggisurrey1,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your handset since the changeover to O2, the complaints should get back in touch with you soon to discuss this further, I hope that they can come to a satisfactory resolution to your issues.

Kind Regards,

Steven_L

[BillBrum]

My story is not exactly the same (my iPhone now shows O2 at the top), but since my service was moved to O2 about a week ago there are times when my iPhone 7 drops from 4G to either 3G or just E.  I have to keep restarting the phone to try to get it back on track.  At home I have my WiFi, but when out and about it is a bind not to have any data capacity and internet access.  Today in Sainsbury's I was unable to use my iPhone for scan shopping until I logged in to the shop's own WiFi. I have looked on the O2 status page for my home and for the location of the shop, and O2 thinks it's 4G service is good.  However, it seems less robust than what I previously had from Virgin (was it via EE?). 

[Robert_P]

Hello BillBrum

Sorry to hear of the signal issues experienced with your iPhone 7 since the migration to O2, we appreciate you taking the time to raise this via the forums.

As you have been migrated to O2, you can check the signal and masts here for any local issues using your post code. If you need to speak to O2, their contact details can be found here, you mentioned the local store, did you visit it to get the handset looked at?

Rob

[BillBrum]

Hello Rob.  Not sure whether your reply was copied from elsewhere or was AI generated.  In my post I mentioned that I had already looked at the O2 signal info, the information on which did not match my experiences, and I did not write that I had been into an O2 shop.

[Robert_P]

Apologies for the confusion BillBrum, towards the bottom of your post you mentioned 'looking for the location of a store', I never said you had been to a store. Even though the experience may be different to what is advised by the checker, you can still check for mast issues in your area that may explain the differences.

As you're services are now obviously with O2 following the migration we also provided the contact details for O2 to discuss this further.

Rob

[BillBrum]

Yes, the shop where I had no 4G from O2 was Sainsbury's, and that's why I looked on the O2 checker page for coverage at that shop.  I wasn't looking for the location of an O2 shop.  Just to say that overall I am disappointed with the O2 service.  I was previously with O2 some years ago, but it nowadays seems less good than maybe EE or Vodafone.  My Virgin mobile was satisfactory before the O2 move.  Thanks.

[Matthew_ML]

Sorry to hear this,

We don't have access to the O2 system to full a test for you right now sorry, I would reach out to them on 202 from the phone or 020 8239 3902 and they will be able to look into this for you. Cheers 

[maggisurrey1]

Yes, Virgin Media complaints got back to me with a written letter in the post dated 14 August saying that I would now have to take it up directly with O2!  I referred the issue to O2 Complaints Service on 20 August - their automated response said they would respond or update me within 7 working days.  Heard nothing, so I have emailed them for an update and said otherwise I would refer to the Ombudsman.- I have now been without data for 16 weeks!

[Adri_G]

Thanks for your reply and for sharing more, maggisurrey1.
We're sorry to hear you haven't had any updates on your case since you raised it with O2, have you since contacted O2 back and did you keep hold of a reference code?

You may call at 202 from your mobile or 0344 809 0202 from any other phone, check your MyO2 account for your case progress or use the 'message us' button here How to Complain | Help | O2 to find out.

Please, do let us know how you get on, cheers.