‘Simple’ phone contract switch caused chaos
Q
I HAD a Virgin Mobile phone whose bill was paid by a company.
My relationship with that firm ended some time ago but the contract somehow remained. In July, it finally finished. Virgin phoned me to say I could switch to a SIM only deal and I would have 30 days to change my mind. I agreed.
It needed a new 4G SIM but this only worked intermittently – it would stop in the middle of a call and then need me to reboot my phone before I could use it again.
Virgin sent a replacement SIM which did not work at all. I tried phoning a Virgin help line and went to my local Virgin Media shop but no one had a solution and still nothing worked.
Phoneless, I switched to Three, getting a PAC code.
Everything now works on the same phone.
But Virgin kept sending me text messages telling me my credit was running out and then that I had no credit. I ignored these.
More recently, another text told me it would take £99 from my bank account via direct debit in midSeptember. This has worried me. Michael M
A
WHICH? says:
SOMETHING, which Virgin cannot explain, went wrong in switching your number from corporate deal to individual direct debit contract.
What should have been a seamless move turned out to take up hours of your time.
Fed up, and without a phone, you moved to Three, paid a little more each month but received a better roaming deal, “tethering” your phone – using it as a mobile router for a computer when out and about – which Virgin did not allow – more download, and limitless minutes and texts.
The £99 bill was because Virgin thought you were on a 12-month contract – not one which you could end penalty free during the first 30 days and then on 30 days rolling notice.
It is equal to 11 months at your £9 a month.
Virgin says: “The text message notification relating to £99 bill was sent in error.”
It also says all the texts about credit limits, intended for pay as you go, were also mistakes.
It has now apologised, emailing to say your number is no longer active with Virgin Mobile and “we can confirm you have no outstanding balance on your former mobile account and won’t receive any further messages in regards to that account”.