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
