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jas007
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Replacement SIM - "Mobile Network Not Available for voice calls"

Hi,

 

Long story cut short

 

  • PAC Code requested on Thursday 28th January
  • Sunday 31st January, making calls before 11am
  • After 12pm "No SIM Card - Emergency calls only"
  • Later that evening, using another phone I requested a replacement SIM
  • Tuesday 2nd February, received the new SIM Card, now see SIM1 under my Android Settings, tested SIM Lock and the Pin Code was recognised. Therefore the SIM Card is not faulty.
  • However, still unable to make calls and waited 24 hours.
  • Conclusion, I requested my PAC Code and my service which is valid till February 26th has been cut off completely and online service links have "expired". No ability to call for free to discuss my situation unless I borrow someone else's phone which isn't ideal because of covid...

Any representative of Virgin willing to call my landline and discuss a refund for the month so I can transfer to my new provider earlier than expected and not incur charges? 

Thanks...

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jas007
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Re: Replacement SIM - "Mobile Network Not Available for voice calls"

right....

 

You do know covid vaccinations are being rolled out so tell me how can i get a call from my doctor if my primary contact number is disabled?

 

You have taken off online web links for support so you've poorly maintained customer support  services so I'll transfer to my new SIM from my new mobile provider today and you can scrap any upcoming payments.

 

Also, the termination charges on the text message clearly suggests it would relate to the day of request as the word "today" was only written so I don't expect to see any costs at all

 

Thanks...............

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jas007
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Re: Replacement SIM - "Mobile Network Not Available for voice calls"

bump bump bump as I'm expecting a doctor's call

 

 

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enlli
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Re: Replacement SIM - "Mobile Network Not Available for voice calls"

The way the forum works bumping actually moves the post down the list.

It was designed as a Community where posts are mainly customer to customer with some input from Virgin. It was never intended for front line support.

I appreciate your frustration with this. Customer Service is not good and it seems few steps have been taken to improve things after 12 months of lockdown 

Not excusing things, just putting you in the picture.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Corey_C
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Re: Replacement SIM - "Mobile Network Not Available for voice calls"

Thanks for your post and for reaching out to the Community Forums, jas007,

 

Apologies for the delayed response, our records shows that your issue has already been addressed over the phone. We're here if they need any further support.

 

Cheers,

Corey C

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jas007
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Re: Replacement SIM - "Mobile Network Not Available for voice calls"

Yeah the issue regarding my ability to access my own phone number  was resolved after I moved to a new provider 

 

However this is now an official complaint 

 

Consider the matter now as a complaint and feel free to log a ticket 

 

To all other users of the community. I was asked by an advisor on the (borrowed)  phone why I didn't activate the SIM by calling virgin...yep you couldn't make it up.

I was unable to make calls because you decided to lock my phone number after requesting a pac code and advise me to call??!!

 

Details of the complaint are plain and simple. 

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Corey_C
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Re: Replacement SIM - "Mobile Network Not Available for voice calls"

Thanks for your reply, jas00,

 

Yes, I can get this raised as a formal complaint for you. I'll send you a PM to get your details.

 

Cheers,

Corey C

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