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Kain_W
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Message 11 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Thanks for the response there angela65,

Again my apologies for the experience here.

If any further issues appear, be sure to contact us again and we'll pick it up.

Thanks,

Kain
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angela65
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Message 12 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Much appreciated Kain, as I'm getting older I find this kind of thing preys on my mind until sorted - glad I joined the Virgin Community though as it's helped me with 2 issues this week!  Loving the suppport given on here 🤗

Kain_W
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Message 13 of 20
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Re: Virgin monthly to O2 monthly sim swap query

I can definitely understand where you're coming from with that,

I'm so glad that our team here is providing the support you require!

Thanks,

Kain
philce
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Message 14 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Going through the same issue.

The lack of clear information is the worst issue, I just called O2 who said the port wasn't setup, I checked on the virginmobile website and in my account I found the PAC. I didn't get it via SMS either. Agent just said "put the new sim in and it will work on your old number"

Billing has been messed up (agent had to remove the 1Gig VOLT benefit and revert my account to Ultimate Oomph to be able to apply the discounts), this has resulted in a much higher bill this month (£140). The advisor assured me that next month I wont pay anything, and the month after would be reduced.

The whole renegotiation has been a real "faf"! Numerous calls, phone call cuts off after explaining the situation several times, whatsapp chats are frankly useless, I got a satisfactory deal I am happy with, hopefully the agent has done everything correctly to apply the charges, next few bills will be hard to figure out!

In short, there needs to be a procedure and clear instructions/advice to customers who are in the same situation as this, I'd guess may customers on UO with packaged virginmobile sims will be in the same situation soon.

Also, why do I have to have a separate O2 account (with credit check and direct debit), for a part of the Virgin Media package? Agent said it was a "soft" credit check, Ill check my credit score because I doubt a new SIM contract is subject to a "soft" check. The VirginMobile SIM had a separate account, but I didn't need a new direct debit?

Hopefully my number will port on Tuesday (too late for Monday now after 17.30 Friday).

Happy with my deal, its just took too long to sort it, and its still not 100% there!

Kain_W
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Message 15 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Hi philce,

Thanks for your post and welcome back to the community! 

Really sorry for the experience faced, just to touch on the direct debits, although the package is offered through Virgin to set up, to ensure the benefits are given, we set you up on both platforms.

From checking our service I can see that everything seems to be set for the port. 

If there's anymore queries, then pop up to us and we'll advise further.

Thanks,

Kain
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Beth_G
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Message 16 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Hi Angela,

Thanks for your message to Kain and for testing a different resolution. He won't be back on shift for a while, so I'm just picking up some of his PMs.

Can I ask if you've tried switching round your TV boxes to see if the issue either follows the box, or remains on the same TV? This would be really helpful in identifying exactly what's causing the issue.

Many thanks

Beth
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angela65
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Message 17 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Hi Beth,

No, not tried that yet but will give it a go - will come back to you after a couple of days viewing with an update.

Thanks,

Angela

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Paulina_Z
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Message 18 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Hi @angela65,

Thank you for coming back to us. Keep us updated on how you get and we'll be able to help further. 🙂

Thanks!

Paulina_Z
Forum Team



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Jurasik
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Message 19 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Hi. I've just changed over from a VM sim to an O2 sim as part of an upgrade too (this evening) and was also told that the number port would happen automatically. No change yet, but it's only been a few hours. Is it the norm for this to happen or does the port have to be done manually, at the request of the customer?

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Zach_R
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Message 20 of 20
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Re: Virgin monthly to O2 monthly sim swap query

Hi @Jurasik,

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

If you're porting over to another network then it can take 24 hours from the date that the port is requested to go through, and that won't begin until the next working day at the earliest. If you're porting to O2 then I'd recommend contacting them directly as they can look into it and confirm. You can reach them on 0344 809 0202 (or 202 from an O2 handset).

Thanks,
 



Zach - Forum Team


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