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When I got my Virgin Mobile (UK) Sim a few months ago I found that it had some problems connecting to a few numbers, so I naturally decided to contact the company and get it fixed. My conversations with them is below.
I'll just say that after several weeks of e-mails and phone calls, having never spoken to the same person twice, and after never having the problem fixed, I switched to o2. They are also dire, but at least it works most of the time.
From: mark_sugrue@ekno.com
Sent: 06 Oct 03 16:50:36
To: theteam@virginmobile.com
Subject: Website Message : Mr. Mark Sugrue
Title : Mr.
First Name : Mark
Last Name : Sugrue
Email : mark_sugrue@ekno.com
VM Phone : 07906538128
Contact Tel. :
Responder Code : xxxsend-us-emailxxx
I contacted you last week about a problem I was having sending SMS to a
Vodaphone Ireland telephone number. 00353879884237. I also contacted
Vodafone and they fixed their problem promptly. Currently, I can receive txts
from that number but when I send them they don't go through, BUT I AM STILL
CHARGED FOR IT. I am very cross about this, I have not yet been contacted by
you (even though you promise a 24 hour maximum wait) and you are stealing my
credit without providing the service. I expect a prompt reply to this complaint.
Quoting theteam@virginmobile.com on Tue, 7 Oct 2003 13:08:04 +0000 (GMT):
Hi Mark,
Thanks for your email to Virgin Mobile.
We're really sorry to hear you're experiencing problems with your text messaging.
Before we get too technical, please check that your mobile is correctly set up for
sending text messages.
You find these settings under the 'message' option in the menu of your mobile
phone. All mobiles have a 'service centre' number and this should read +447958879890.
If this number does not match then please change it to the one above, save it and
try to re-send your message.
Once you've selected the 'service centre' option, it should be set to either
'text', 'SMS' or 'standard'.
Should you still have problems with your text messaging then - to find out what's
wrong we need 5 examples, please let us know:
1) Your mobile number
2) Your contact number
3) The full post code of where you tried to send a
text message from
4) Mobile number message was sent to
5) The approx. time when the attempt to send the
text message was made
7) Any messages (errors) displayed on your phone
when you try to send a text message
Any examples you collate should be at least 30 minutes apart from each other.
Once we've got all the information we need, we'll check it out and get in
touch with you as soon as possible. If you prefer, you can call our team
on 0845 6000 789 from a fixed line or on 789 from your mobile with the
information we ask of you in this email.
Feel free to reply to this email, if there's anything else we can help you
with. Alternatively you can give us a call on 0845 6000 789 from a fixed line
or on 789 from your mobile phone and we'll be happy to help.
Kind regards,
Myra Hayes - Virgin Mobile : A00000072911-00000351961
-----Original Message-----
From: mark_sugrue@ekno.com
Sent: 07 Oct 03 14:30:41
To: theteam@virginmobile.com
Cc: Subject: :00000072911-00000351961
Hi Myra,
SMS messages from my phone perfectly except to one number - 00353 87 9884237.
Calls to this number do not connect. Calls to all other numbers work fine.
Service center number is correct.
My mobile: 07906538128
Contact number: Same
Postcode: Tw200EX
Sent to: 00353 87 9884237
Sent: SMS Severial times over last week. All failed.
Tried to ring number just now, 14:25, 7-10-03, call didn't connect.
No errors reported when I text to above number (Except that I am charged 20p
for each message even though it isn't delivered) When I ring, sometimes a
voice says "This Call
cannot be connected" other times nothing happens.
Good Luck,
Mark
quoting theteam@virginmobile.com on Wed, 8 Oct 2003 14:35:29 +0100:
Hi Mark,
Thanks for your email to Virgin Mobile.
We're sorry to hear that your text message problem has yet to be resolved.
So that we can pinpoint the problem during our investigation, we'll need 5
specific examples of problem messages.
If you can include for each of the 5 examples the time/date the message was sent,
the full postcode of the area you're in when you send the text, the number you're
texting to and any message on the screen e.g. message not sent, message failed etc.
Once we have these examples we can find out what's going wrong and resolve the
problem for you.
Feel free to reply to this email, if there's anything else we can help you with.
Alternatively you can give us a call on 0845 6000 789 from a fixed line or on 789
from your mobile phone and we'll be happy to help.
Kind regards,
Allan Rose
Virgin Mobile: A00000072911-00000353901
Date Wed, 08 Oct 2003 13:41:08 +0000
From Mark Sugrue Add Sender to Address Book
To
Reply-To
Subject RE: : A00000072911-00000351961
I have already provided this information.
Here it is again:
========================================================
SMS messages from my phone perfectly except to one number - 00353 87 9884237.
Calls to this number do not connect. Calls to all other numbers work
fine. Service center number is correct.
My mobile: 07906538128
Contact number: Same
Postcode: Tw200EX
Sent to: 00353 87 9884237
Sent: SMS Severial times over last week. All failed.
Tried to ring number just now, 14:25, 7-10-03, call didn't
connect.
No errors reported when I text to above number (Except that I am charged 20p
for each message even though it isn't delivered) When I ring, sometimes a voice
says "This Call cannot be connected" other times nothing happens.
============================================================
Both Calls and txts dont go through. No failure message with txts. I don't know
times of txts, but I will now ring five times. time 14:38 8-10-03. All five
calls make at this time failed.
Mark
Quoting theteam@virginmobile.com on Thu, 9 Oct 2003 13:02:56 +0100:
Hi Mark,
Thanks for your email to Virgin Mobile.
We're sorry to hear that your text messaging problem isn't yet resolved and we
understand how frustrating this must be for you. We tried to contact you by phone
today, to explain that the examples need to be collated in one 24 hour period
and must be at least half an hour apart. If you'd like to email us another
contact number marked for my personal attention, I'll be happy to call you
back to collect
your new examples from you and answer any other queries you may have. As a
gesture of goodwill, we'll be happy to credit your account with some airtime,
once we've resolved this situation for you. As before we'll need you to gather
the following information:
1) Your mobile number
2) Your contact number
3) The full post code of where you tried to send a
text message from
4) Mobile number message was sent to
5) The approx. time when the attempt to send the
text message was made
6) Any messages (errors) displayed on your phone
when you try to send a text message
This will enable our Technical team to pin point exactly what's happening on the
network.
Feel free to reply to this email, if there's anything else we can help you with.
Alternatively you can give us a call on 0845 6000 789 from a fixed line or on
789 from your mobile phone and we'll be happy to help.
Kind regards,
Anna Walcroft - Virgin Mobile
: A00000072911-00000356217
-----Original Message-----
From: Mark Sugrue
Sent: 10 October 2003 14:36
To: theteam@virginmobile.com
Subject: Re: [SPAM?]RE: : A00000072911-00000351961
Ok. Here are the samples for one 24 hour period. I rang +353879884237 at the
following times Yesterday - 9/10/03, 13:42, 18:31, 20:13, 23:38 and today
- 10/10/03 at 9:00 am
All these calls failed with the message "This Call Cannot Be Connected"
I was called by the above number at 22:17 yesterday, sucessfully.
My mobile number is 07906538128
Contact number same.
Postcode is TW20 0EX
My Name: Mark Sugrue
Quoting "theteam@virginmobile.com" on
Sat, 11 Oct 2003 14:45:18 +0100:
Hi Mark,
The examples need to be not older than 24 hours old. Unfortunately we won't
be able to use what you've provided.
When you have new examples just give a member of our team a call on 789 from
a Virgin Mobile and we'll investigate.
We're sorry for the delay in getting to your email.
Kind Regards
Noel Spiers
Virgin Mobile
Date Sun, 12 Oct 2003 14:18:12 +0000
From Mark Sugrue Add Sender to Address Book
To ,
Reply-To
Subject RE: [SPAM?]RE: : A00000072911-00000351961
Hi Noel,
I hope you realise how unproductive it is to keep me in the dark about your
requirements. First I was asked for a sample, then five samples, then five in
on 24 hour period, now I need to get them to you within 24 hours. Part of me
wants to send you an angry letter;
another part is simply curious what your next request will be. So lets find
out: here are your latest requirements, five samples, each 30 minutes apart
all within 24 hours...
I rang the number +353 87 9884237 at the following times:
12:32 13:06 13:39 14:25 14:57 today 12/10/03
All calls failed with the words "This Call Cannot Be Connected".
My mobile number is 07906538128
Contact number same.
Postcode is TW20 0EX
I have a five pound bet with a friend that you will never fix this problem - just
keep replying with more questions. He is an o2 customer. I may be too very soon.
My Name:
Mark Sugrue
Quoting "theteam@virginmobile.com" on
Mon, 13 Oct 2003 17:31:58 +0100:
Hi there,
Thanks for your email to Virgin Mobile.
We're sorry to hear that there has been a little confusion surrounding the
information we need from you to resolve this matter. The information you've
provided us with is exactly what we need but there is a slight hitch.
From checking our records it would appear that your Virgin Mobile phone number
isn't currently registered on our systems. Before we can investigate this we
will need you to register it with us.
The easiest way to register your phone with us is by giving us a call. You can
reach us by calling on 0845 6000 789 from a fixed line phone or on 789 from your
Virgin Mobile. As soon as you get through to us we'll be more than happy to
register your phone. Once your details are all safely registered we'll be able to
take your examples from you and fully investigate the problems you've been
experiencing with your Virgin Mobile.
Kind regards,
Tristan Bodman
Virgin Mobile
Date Mon, 13 Oct 2003 18:14:21 +0000
From Mark Sugrue Add Sender to Address Book
To ,
Reply-To
Subject :A00000072911-00000351961
Hi Tristan,
I'm begining to feel like im in that monty python sketch in the cheese shop with no
cheese - but the owner makes the customer guess every type of cheese before saying
they have none.
I rang up your help line and registered, for which I was charged 10p. The
callcenter put me on hold for tech support but I gave up after about 10 minutes of
kind of shoddy music.
Anyway, I'm registered now. What other hoops have you guys at virgin dreamed up for
me to jump through?
Mark
Quoting theteam@virginmobile.com on Wed, 15 Oct 2003 13:16:02 +0000
(GMT):
Hi Mark,
Thanks for your email to Virgin Mobile.
Now you've registered we can take up to date examples in order to resolve your text
message
problem.
To find out what's wrong we need 5 examples, please let us know:
1) Your mobile number
2) Your contact number
3) The full post code of where you tried to send a
text message from
4) Mobile number message was sent to
5) The approx. time when the attempt to send the
text message was made
7) Any messages (errors) displayed on your phone
when you try to send a text message
Any examples you collate should be at least 30 minutes apart from each other and
within a 24 hour period.
Once we've got all the information we need, we'll check it out and get in touch with
you as soon as possible. If you prefer, you can call our team on 0845 6000 789 from
a fixed line or on 789 from your mobile with the information we ask of you in this email.
If you have any further questions at any point, please don't hesitate to contact us
on 0845 6000 789 or on 789 from your Virgin Mobile phone and a member of the team
will be happy to help. Please note that calls to the 0845 number will be charged at
local rate. Calls from your Virgin Mobile phone to 789 will be charged at 10p,
regardless of the length of the call.
Kind regards,
Steve Derrick
Virgin Mobile
: A00000075515-00000365071
From: mark_sugrue@ekno.com
Sent: 15 Oct 03 14:33:55
To: theteam@virginmobile.com
Cc: Subject: Re: Virgin Mobile
I have already provided this information in four previous e-mails.
Date Thu, 16 Oct 2003 17:51:54 +0100
From Add Sender to Address Book
To
Subject Re: Virgin Mobile
Hi Mark,
Thanks for your email to Virgin Mobile.
We really want to resolve this problem for you, but as stated in our previous emails
we need 5 individual examples for the network to investigate the problem.
T-Mobile, the network we use for our coverage, demand that this information is
correct and adheres to the following points, or they will not investigate the problem:
Each example must have:
* The full post code of where you tried to send a text message from
* Mobile number message was sent to
* The time and date when the attempt to send the text message was made
* Any messages (errors) displayed on your phone when you try to send a text message
- All examples must be within a 24 hour period.
- All examples must be at least 30 minutes apart.
Once we've got all the information we need, we'll check it out and get in touch with
you as soon as possible. If you prefer, you can call our team on 0845 6000 789
from a fixed line or on 789 from your mobile with the information we ask of you in
this email.
If you have any further questions, or if there's anything else we can help you with,
just give us a call on 789 from your Virgin Mobile phone or on 0845 6000 789 from a
fixed line phone and we'll be happy to help. Calls to the team on 0845 6000 789 will
be charged at local rate. Calls to 789 cost just 10p, no matter how long you
talk for.
Kind regards,
Steve Derrick
Virgin Mobile
: A00000075515-00000365151
(At this point I decided it more productive to throw my Virgin SIM into the Themes.
I now use O2 - UK. They're overpriced but I can now actually use my phone.)
