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countzero
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how do I track a mobile repair?

I have seen a several posts asking how to track a repair, and there doesn't seem to be an answer  apart from posting on here and hoping a moderator will take pity and intervene, so here goes. My mobile is under warranty, I have raised a repair and I have sort of guessed (it's not very clear on the site) that I will be sent packing materials and a label to send the phone off. It has been a couple of weeks now, and no sign of any packaging yet.  I have tried to use the text messaging service "a great way to get help with your Virgin Mobile services"  to check the status of the repair call, but it just goes round in circles without connecting with an actual person. 

Is there a magic way of getting round this process to find out what is actually going on?

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Gareth_L
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Message 2 of 12
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Re: how do I track a mobile repair?

Hello countzero

Sorry you are still needing this looked at 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

Gareth_L
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Message 3 of 12
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Re: how do I track a mobile repair?

Thanks for passing security countzero

Can I please ask when and how you made the booking and what handset it is 

Gareth_L

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countzero
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Re: how do I track a mobile repair?

samsung a20e, booking made on the 17th of September. I have managed to get through by text, which took 2 days of back and forth, and was told that the packing material would be with me in the next 5 days. That was 8 days go. The repair number is 1118320.

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Gareth_L
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Message 5 of 12
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Re: how do I track a mobile repair?

Thank you for that information. I can now see that a job has been booked but it has been coded wrong, don't worry as this would be the reason you don't have the packaging. Can I just confirm what the exact issue is and if you could expand on what you have done/tried just so I can add it to the job notes so it's clear for the repair.
Gareth_L

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countzero
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Re: how do I track a mobile repair?

The phone is completely dead, will not charge or start up.

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Gareth_L
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Message 7 of 12
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Re: how do I track a mobile repair?

Thanks countzero

This has been raised again and you can chase this up online 

The job number is 1120115
Gareth_L

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countzero
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Re: how do I track a mobile repair?

thank you

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Gareth_L
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Message 9 of 12
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Re: how do I track a mobile repair?

Hello countzero

Can you please let me know when you receive this 

Gareth_L

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RogerBill
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Message 10 of 12
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Re: how do I track a mobile repair?

I have the same problem. We haven't yet received the package to send the phone in for the screen repair we booked last week. After entering the IMEI number the website says a repair is in progress but there is no link to the page to track the repair progress.
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