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Never received 02 sim

Scoobylyn66
Joining in

on ‎08-09-2022 13:13

I have the oomph package but have never received my 02 sim. Everytime I contact virgin I'm passed from dept to dept each saying it's nothing 60 do with them. 

Surely someone can take charge! 

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5 REPLIES 5

newapollo
Very Insightful Person
Very Insightful Person

on ‎08-09-2022 16:20

Hi @Scoobylyn66 

The Oomph packages which included a VM (Not O2) sim stopped being sold when VM introduced the Volt packages in October 2021

When did you take out your package?

If I were you I would speak to retentions (thinking of leaving us) - they are generally based in the UK, and have a greater degree of knowledge and flexibility, and access to more systems than the usual front line agents.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Anonymous
Not applicable

on ‎09-09-2022 23:19

I had a similar experience. I joined in April 2022 and the Sim didnt arrive.

I tried to contact Virgin, they passed me around and they told me to ring o2. O2 did a similar thing and pointed me back at Virgin Media. 

I would recommend you raise a complaint with Virgin and request a complaint reference number. You can raise a complaint here.

How to make a complaint | Virgin Media Help

I had to raise a complaint with Virgin and O2 to get the simcard. 

 

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Scoobylyn66
Joining in
In response to Anonymous

on ‎09-09-2022 23:26

I've made a complaint but still being told to contact 02. I'm just going round in circles and paying for a sim I've never had. 

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Anonymous
Not applicable
In response to Scoobylyn66

on ‎09-09-2022 23:33

You say you are paying for the O2 services. If you are, this will be a seperate direct debit to the Virgin Media services. 

If you are paying O2 separately I honestly would email complaintreviewservice@o2.com including the account number from your direct debit. I believe they have a complaints team based in the UK that have the ability to liase with Virgin Media from a previous conversation i had with them.

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Anonymous
Not applicable
In response to Anonymous

on ‎09-09-2022 23:34

If you have given virgin 8 weeks already to resolve the issue then i would also recommend reporting to CISAS Resolve a Telecoms Complaint - CEDR | Submit your complaint online. The form only takes 10 mins to c...

I would strongly recommend reporting to O2 though via email. I did this earlier in the year and they were supportive and resolved my issue. 

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