Virgin Mobile penalising its own customers

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GordonE

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Hi all.

This is my first post - normally I'm just a reader but today I'm so fed up with Virgin Mobile that I just had to register and rant:

I have been a loyal Virgin Mobile customer for a year now. I am on a V100 post pay plan and have always been fairly happy with their service.

Recently my 3 year old cell phone decided to give up on me, and so I have been looking at getting a new one. Virgin's Top Up Deals caught my eye. It's basically a 24 month contract in which you pay R150 (eg) a month, get a phone & R150 airtime. Sounds like a good deal!
But when I phoned Virgin I was told I couldn't take advantage of this offer as I am a Virgin customer. Apparently only a person who is porting from another network can keep their existing Cell C, MTN or Vodacom number and sign-up for a Top Up contract. As an existing Virgin customer, I have to go through the inconvenience of getting a new sim card (and therefore number) before I can sign-up for a Top Up Plan.

This doesn't make any sense to me; I'm being punished for already being a Virgin customer!

For a company whose whole advertising campaign is centered around customer satisfaction they sure haven't satisfied me. I shall be porting my number to a network who does apprecriate my patronage!
 
That is so dumb. I can't believe that they would be so stupid! Gees. They need to realise that it is no use attracting new customers if you are not doing anything to keep your existing ones!
 
Make a complaint on hellopter.com

I did it last week and again this week, issue was sorted out ;)
 
I had the same problem at the beginning of this year. I have been with Vodacom for over 4 years and decided that my 2nd new phone should be something really cool.
So I checked all the cellphone ads and specials. The one I really wanted I couldnt have because apparently you must open a new cellphone contract to get it.
So its like once they have you, they dont care, but they will go out of their way and offer super specials to non vodacom subscribers.

Very sad.
 
Well, I've posted a comment on hellopeter.com. Will let you guys know if anything comes of it...
 
Easy. Port to vodacom, then call virgin. (you can keep your number when you go to voda, then keep it to go (back) to virgin)
 
Virgin are either incompetent fools or scheming bastards. Either way, I've had enough of the crummy service and patchy network. I'm cut off from the rest of the world today. And no, I don't want to contact anyone about my problem for personal attention again. I've really had enough now.
 
this is quite strange.. may be the guy you spoke was misinformed?
 
sar said:
this is quite strange.. may be the guy you spoke was misinformed?
Click to expand...

I actually spoke to three reps about this; at the Gateway Virgin store, on the Sort Me Out number and at the Virgin headoffice. They all told me that I couldn't keep my number.

I did get a phone call from Zelda, a customer support rep, this morning (after posting on hellopeter). She apologised for the misunderstanding and said that it definitely could be done, and that she would get a sales rep to phone me (she was actually very polite & helpful). But when the sales rep phoned me she again said that I could not keep my number! She then said she'd get Zelda to phone me back. That was 5 hours ago...

I really can't believe that something so simple is causing so much confusion!
 
If you don't have Zelda's telephone number I could give you her email address, just send me a private message. She also helped me this week ;)
 
Thanks teraside, I do have Zelda's number and will give her a call this morning. I just wanted to give Brenda (the useless saleslady) a chance to speak to her.

Will keep you updated...
 
Virgin is getting worse EVERYDAY.. they have a unstable netwrk and have countless errors everyday
 
I am busy porting to mtn, but now mtn wait for virgin, to aprove it. I am fed up with them, I mean why are the 2 reps not even responding to this thread? Because they are useless.
 
Please post the porting procedure jacqvt ;) I'd also like to go the MTN route.
 
I just applied for a contract with mtn, and completed a port request form mtn gave me. Mtn aproved it, and now mtn must get my number from virgin, but virgin does not respond. I will give them till thursday, then its me and them.
 
Hi GordonE,

The promotion you are referring to is only available to subscribers to do "add sim", this means that for you to qualify fo the deal you need to sign a new contract. This comes with a new number whether you are porting or not. Unfortunately you wont be able to get the deal with your existing number unless if you porting. Apologies for misinformation!
 
Hi GordonE Were you eventually able to retain your number while switching to the Top Up plan? I have exactly the same problem now.
 
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