I am 2 months into a Virgin Mobile contract. I bought the phone to use in my business. I am desperate to get out of the contract and have told them so many many times to no avail. The initial problem was with Monday to Fridays phone reception......from about 3pm till 6pm the network would responsd with 'Network Busy" every time I tried to make a phone call. This has been a disater for my business causing me considerable expense and frustration. All my complaints fall on deaf ears.....they have all the cute little responses like "...we at Virgin are really focused on keeping our customers happy etc etc" but I am firmly of the opinion they do not give a damm. Over the past week or so the Network Busy situation has improved somewhat now I am getting text notices to say I am using the phone far beyond my monthly contract plan....I have only had 1 phone a/c and I paid it early. What is wrong with this phone comnpany????? Never ever have I had such disinterest from a supplier. I will never recommend Virgin Mobile to ANYONE
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I've actually signed up as a new Virgin Mobile customer on 16/11/2007. I was advised that I should be receiving a new phone in 3 working days and I will be able to transfer my current number. This did not happen. On the 21/11/2007, I rang the Virgin Mobile team (average call-hold time with Virgin Mobile is 15 mins.) The person I spoke to advised me that Virgin Mobile actually have no idea when their customers would receive their phones, as it was a courier company that handles this. She went on to say that it may take up to 5 days to receive my phone! I was not aware of this and it’s certainly not stated any where on their web site. 5 days go past and still no phone. I ring back. I get put through to a number of people but no one is sure what has happened to the phone – but they did tell me to call the courier. I ring the courier. The courier tells me I need some number (I forgot what it’s called) for them to know what has happened with the parcel. I’m advised that I have to ring the Virgin Mobile team again! I ring them again. I get the number. 2 days later, I FINALLY receive my phone. However, now they forgot to include the sim card. So, I had to ring up again. Sim card is received 2 days later. OK - so now I'm ready to start using my phone. No - The phone won't accept my sim card. I ring again. I’m now told that the sim card cannot be activated on my current number and I’ll now have a new number. I’m annoyed with this but as I just want my phone to be activated – I say this is fine. However, the sim card still won’t work. I'm told I have to now go to a Virgin Mobile store to have the phone checked out. The next day I send my husband to the Virgin Mobile store to have a look at the phone. The sales assistant agreed (!!!) that the phone is, yes, faulty. He continued to instruct my husband to find a Nokia store (??) to have a look at it. He husband told him that this is an issue for Virgin Mobile and he is certainly not going to trek around Melbourne looking for a Nokia store. The sales assistant finally agrees that a replacement phone will be sent out and the old phone will be sent back. Today is the 04/12/2007 and I still do not have my phone. I just rang Virgin Mobile and was told that I have to send the old phone back and then I can receive a new one. Why on earth they did not take it back at the Virgin Mobile store? After explaining my story (yes, I had a whinge to them too), the person I spoke to hung up on me (well, they pretended that they couldn’t hear me!) 19 days and still no phone!!! So much for receiving your phone in 3 days!!!
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