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Aliphouse
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Re: New phone having 1Gb Data Only contract

I have the same problem. Just bought new iPhone mini, advertised as unlimited minutes and texts and 1gb data. Turns out to be data only. Advised by rude customer service advisor to return phone and order a new one! Trouble is the Sam thing will happen on the new order. Sort it out Virgin!

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enlli
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Re: New phone having 1Gb Data Only contract

I've escalated this for you.

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Corey_C
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Re: New phone having 1Gb Data Only contract

Thanks for your post and for reaching out to the Community Forums, Aliphouse,

 

Sorry to hear this has occurred and that the agent was rude to you. However the advice is correct, it will require the equipment to be sent back because the tariff it linked to the handset. Unfortunately the entire order has to be redone.

 

Cheers,

Corey C

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enlli
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Re: New phone having 1Gb Data Only contract

@Corey_C 

Since when has the airtime contract been linked to the handset loan? Or have I had this wrong since Freestyle was introduced?

And how come other Mods have managed to sort this out. The Web page clearly shows unlimited calls and text and to top things a 1GB data only SIM does not exist.

 

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Corey_C
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Re: New phone having 1Gb Data Only contract

Hi Enlli,

 

It's always been that way with Freestyle. the offers are hard-coded into the UPC. We did at one point have a workaround where the tariff could be separated from the CCA [handset loan], however this is no longer available to us.

 

Cheers,

Corey C

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enlli
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Re: New phone having 1Gb Data Only contract

@Corey_C 

Thanks for information. 

The thing is the Offer was not what the customer received. This has now happened to a number of customers that have gone for the Unlimited with 1GB package.

I think they have a strong case with Trading Standards for miss selling.

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Corey_C
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Re: New phone having 1Gb Data Only contract

Hopefully it won't come to that, @enlli, currently the orders re being reworked which will include a handset exchange, even though it's the identical handset, but it's to align the UPCs.

 

Cheers,

Corey C

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