On 20th August I went into the MyVirginMedia app and ordered an O2 sim but clicking the “add sim” button. I signed up for 100GB at £15pm and gave my PAC code from Sky Mobile to keep my mobile number.
I received two emails the same day. One from firstname.lastname@example.org with Pre Contract Documents and one from email@example.com confirming my new monthly payment (our current broadband and stream package + the new mobile amount).
Since 20 August I’ve had nothing. I’ve been in circles with O2 and virgin on various customer service lines and chat bots and can’t make sense of anything.
I can see this problem many times on the forums so it must be a breakdown of the processes somewhere.
Can someone let me know when I’m going to receive my new sim and when Sky will be contacted to cancel my services? I don’t want to start paying for something I haven’t had!
I also did this to benefit from the WiFi pods with Volt when you have black spots in your home. I really need these soon!
Hi there @lulxca
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you have faced this issue with your service and new deal, this is not at all what we would want for you as a customer.
Firstly we would not contact Sky to cancel the account ,so would need to speak to the yourself to arrange this.
In regards to the SIM, I'd be more than happy to look into this with you via a Private Message.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.