I am FUMING....I have just received a call from Venus Team Manager from the Philippines. My IT ticket has been closed because they can see some usage!!?!
The whole process is implies that I am a 'Liar' and everything is working 'fine'. I have a manager talking over me and stating everything is working - I state it's not working fine. I'm having to restart phone for it to log on - I'm having to reset settings and APN to force it onto network.
The back office IT department states its working ok and there isn't a issue so therefore I will be sent a deadlock letter.
Current situation -
1. Complaint closed
2. IT ticket closed
3. Deadlock letter in post
4. Issues still remain the same
A whole month of this - so there you have it customer experience, service, complaint process, IT ticket I have followed but nothing can be done!!!???
Thanks Virgin Mobile for wasting my time!!
Off to write a letter to CEO about how the complaints process is not fit for purpose!
No service again....well I will have to reboot and get it back on!!
This seems to be the normal for the past month ....now Virgin Mobile have confirmed that it is working fine as they can see some usage.... that is right when I force it to log on. Is it working as it should....hell NO!!!!
Isn't it obvious that from what you have stated that your IT department is not taking notice of a number of people with exactly the same issues I'm having. The situation of your process becomes flawed and not fit to listening to the issues the customer is facing. However I can clarify that I never had any issues with the red SIM - logic would prevail here that the SIM cards are either faulty or the system has issues registering them when they move between MASTs on the network.
If you are truly sorry you would take this on board and actually give us some reassurance that we are being taken seriously and somebody actually communicates what is being done. The reality is that there buryingare issues with your MVNO so rather than burying your head in the sand and state we are following a process that clearly is not working for an issue like me and others are enduring.