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Virgin won't give me a new phone because they say I failed a credit check !

Joining in

Despite having had a mobile phone contract with Virgin  for years I've just phoned up to replace my broken phone and they say I can't have one because I failed the credit check! .How can that be the case when I clearly must have passed it before or I wouldn't have a virgin phone and I haven't been late paying any bills or anything so it's a mystery why this has happened.Is it something to do with my insurance contract running out? This is really worrying me. If anyone has any advice on why this has happened and how I can fix it I would be eternally grateful !


Forum Team
Forum Team

Hi iain550479,

A warm welcome and thanks for posting on our community forums. Sorry to hear that you were unable to apply for a new Mobile handset with us.

As with all companies, we do thorough checks before any customer can apply for a handset with us, it may be that your credit file has flagged something to us which has declined the offer of a new handset.

If this is the case, we would suggest checking your credit file or contacting Equifax or Experian to see why you have been declined.

Kind regards Jodi. 


I've just been back in touch with them and they're now saying I failed the credit check because they apparantely gave the credit check company  my  wrong address and they're now going to try again with the correct address and phone me back.Does this sort of thing happen a lot...?😐

Thanks for coming back to me iain550479,

We can only apologise this has happened. This is extremely rare if this is the case. 

Please keep us posted if this was the cause of you being declined for a handset. Hopefully if this was the error, you should be offered the handset of your choice if your credit check comes back al clear.

Many thanks for the update.

Kind regards Jodi.