Upgrade and mobile data

[Adamlfc23]

Hi

has anyone had any issues upgrading and having their mobile data switched off until the new phone arrives? I upgraded yesterday and have now lost mobile data, I’ve called virgin today and apparently they cannot switch my data back on until 18th November when the new phone arrives and the upgrade takes affect?

I’ve never heard anything like this before and my whole experience with virgin has left me wondering whether to cancel and go elsewhere but I was just wondering if anyone else had had a similar experience? 

[Paulina_Z]

Hi @Adamlfc23,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your Mobile Data after you've placed the order for your upgrade.

This definitely does not sound right and I'm sorry that you're having this issue! What error do you see when you try to use your Mobile Data? Have you taken a look at our Data Issues page to see if this can help?

Did you order a new SIM card, or just a new handset?

Let us know so we can look into this fruther.

Thank you.

[Adamlfc23]

I have no signal and no data I cannot get onto virgin at all and cannot make / receive calls unless I use wifi. I’ve now been told I have to cancel my order for my phone to be able to use internet.

I’ve honestly never know anything like this, and this is the 3rd time I’ve had an order for a new phone cancelled in a week.

do virgin just want time to go elsewhere? 

[Paulina_Z]

Hi @Adamlfc23,

Thank you for coming back to us about this issue. Can you tell us if you're unable to use data if you input your SIM card into another mobile handset?

Have you tried to reboot your Mobile phone to see if this will help?

What did the team on the phone advise about this? Let us know.

Thank you.

[Adamlfc23]

Hi

thanks for the reply, yes the data has been switched off on my account so data doesn’t work via the sim. 

when I called they suggested my data will remain off until I get my new handset and then it will be unlocked, I said to the person on the phone I cannot go until end of November without data and he suggested I either wait or cancel. 

I’ve now had an automated email that my handset order has been cancelled and I still have no data and cannot use my phone without wifi

Please help

adam

[Adamlfc23]

Further update

my order has been cancelled and I have no data still, contacted the guy and he checked my account and said the exact words

“sorry I don’t know why your data isn’t working I cannot help you” 

and that’s the last anyone has responded to me, I’ve just been left with no upgrade and no data, I have none of the service I pay for in my contract and I’m not allowed to upgrade. I really don’t think this is the right way to treat customers.

thanks

adam 

[Paulina_Z]

Hi @Adamlfc23,

Thank you for coming back to me about this issue. That is very strange and I do apologise that this has been your experience with us recently. I'll be more than happy to investigate this issue further for you and see what I can do to help. 

I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Adamlfc23]

Hi 

I am in the process of writing a CiSAS complaint to against VM after they switched off my contract data allowances but are still expecting me to pay for them.

I’ve made numerous complaints directly to VM but have not received a deadlock letter, how do I get one of these? 

thanks

Adam 

[goslow]

If it has passed 8 weeks since you first made a formal complaint to VM, via the complaints process, and VM has not resolved then you can take your complaint to CISAS anyway.

https://www.cedr.com/consumer/cisas/complainnow/

[Andrew-G]

If you've had a "resolution" letter or email, reply by rejecting it, and asking for a deadlock letter.  Ofcom require that in such circumstances, if the company propose no further offer of resolution then a deadlock letter must be issued immediately.

If you've already reached this stage and VM have not issued a deadlock letter, then you should speak to CISAS and ask their advice - since failure to issue a deadlock letter is a direct breach of the Ofcom General Conditions and the Complaints Code of Practice (see Annex to Condition C4, specifically page 39), there's a reasonable chance CISAS will take the case on since VM have made it impossible to follow the appropriate process.

Sadly, incompetent complaints handling, and breaches of the relevant regulations are entirely normal for Virgin Media.  It's almost as if it's a deliberate plan by the company.