So my teenage son is abroad with roaming switched on, in his device, but not functioning.
Logging into my virgin mobile account , which his SIM is under, roaming is switched off and I can't change that because of the message
"This action cannot be carried out as the Financial Account has a soft lock active."
I can see others have been told this relates to the migration to O2 and fait accompli advice that nothing can be done until completes.
This is unacceptable. All migration email communications received to date highlight roaming remaining an option, and there is nothing a customer needs to do. Nothing says e.g... if you are going abroad soon then change your settings before we lock you out and functionally bar you.
Pertinent email excerpts:
"And as the changes will happen automatically, there should be nothing you have to do, but we’ll be in touch if there is."
"What’s not changing
This won’t affect your mobile service in any way."
From a customer centric service perspective there should be a facility to remove the soft lock by exception, manually deal with any financial migration balancing (there shouldn't be any if a customer has £0 spend cap anyway).
This really needs resolving and will be complaining when call centre opens in the morning.
