I have been a virgin media customer for the last couple of years, with my last contract coming to an end this month (may 2022), it was surprising to get an email from virgin wanting to put up the price for a new contract to almost double the amount (new customers being offered better prices than existing ones), I called to cancel my subscription, it didn’t seem to bother them and were quiet happy to lose me as a customer, i received a call the next day from virgin offering me a deal to stay with a deal, (although more than i had been paying) but close enough to the original amount to make me want to stay and not have the hassle of changing providers.
However when being sold the new contract, the lady on the phone mentioned virgin had now merged with 02 and that the existing virgin sim card i had, would need to be changed for a new 02 sim card (i had never used the original virgin sim card and i didn’t want/ need the new 02 sim card), however the lady said it would be "cheaper to take the sim card" with the deal she was offering me,
I had never paid a monthly fee for my virgin sim card, so didn’t even assume i would need to pay for the 02 sim card seeing as virgin & 02 had merged, there was no mention of a monthly fee for the new sim card at any point , if there was i would have not accepted the offer and moved provider, after all i was not happy to be spending more than my last contract.
It seems to me from what i have found on the virgin community site and other sites i have looked at , this seems to be a common problem with other users not being told about the monthly charge for a sim card we don’t want or plan on using.
I have spent hours trying to speak to both virgin and o2 and i am being fed the same excuses and lies from both of them, 02 say it’s a virgin's issue as the contract was made via them, virgin say its o2 and i need to cancel it with them, in the meantime after countless hours waiting on the phone to try and speak to a human, i am stuck with a sim card i have no use for and monthly charges i never agreed to ,
Utterly appalled by the customer service from Virgin.
CAN ANYONE HELP ME ???
David