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Replacement sim card / Shocking customer service

Joining in

Completely disgusted with Virgin mobile.

My mother is in her 70's and her sim card has stopped working, we do not live local to each other, so she gave me the password to her account, to request a new sim to be sent to her address.

No compassion or understanding, the operator and then the manager would not let me speak, just kept talking at me and wouldn't let me get a word in edgeways.  My father is in hospital, and she needs a phone for him and the hospital to get hold of her.

A neighbour let my mum ring from their landline as they would not help me and then they said they couldn't help her as did not pass the security, even though she gave the correct password and could give them all the details of price, bank details etc.  Told her to ring back and try AGAIN!

No compassion, understanding, customer service skills whatsover! We will be cancelling her contract, been with them for over 10 years and will be moving to a company THAT CARES!!!!!


Forum Team
Forum Team

Hi @stephanieforem,

Thank you for your post and welcome to our community forums. We're here to help.

I am so sorry to hear of your recent experience, and that your mother is having some issues with her SIM card recently. I completely appreciate your stance here, especially given the situation as you've explained it in your post, but it is imperative that we successfully clear security with the account holder before we can request a replacement SIM card is sent out if the current one is faulty.

Is it possible for your mother to make contact with us here on the community forums? If so, we'll be more than happy to help as best as we can with this.


Zach - Forum Team
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Joining in

Unfortunately not, as I said she is in her 70's and we do not live local to each other.

Thanks for coming back to us @stephanieforem, check out the purple envelope in the top right hand corner for a private message from me, and we'll see what we can do.

Kindest regards,