Virgo has disabled my husband’s only form of family contact | mobile phones

My husband has been posted overseas for four months with the RAF. I’m home in the UK with our two young children. We depend on having a working phone to maintain connection since his wifi has been hit and miss. He received an email from Virgin telling him that his old sim card will stop working soon, and that a new one will be published, which needs to be activated. My husband immediately explained his circumstances and asked not to be interrupted. The transmission to its base is unreliable and takes an average of four weeks to reach it.

The maiden assured him that she would not hold back his hand until his return. Two weeks later it happened, and no replacement arrived. Virgin simply offered to send another new SIM to our UK address. When he returns to the UK in a month, he won’t be able to tell me his arrival times, or when he will arrive. This juicy detail is now exhausting.
In, Lincoln

Military families sacrifice so much in the national interest, and it’s sad that Virgin Media couldn’t make such a simple tweak to keep you connected. In vain I asked the company why the sim should be replaced. You were told it was for security reasons and that all customers were affected. It turns out that it was never an option for the old sim to remain active but a bona fide agent, assuming otherwise, canceled the replacement card to keep his service going.

In fact, this step automatically cut off his service. Virgin tried to send a sim electronically but your husband’s phone was not compatible. It turns out that sims cannot be activated abroad, so a canceled alternative would be, in any case, useless. The press office promised to send a pre-activated sim card to your address in the UK to be sent to. I got to him three weeks later, just in time for him to return to the UK.

Virgin has offered £200 in compensation and is advising customers who are frequently abroad to purchase an international SIM card to avoid complications.

DT From Banstead, Surrey has also been cut off from family and friends by Virgin. The widow, in her 80s and in failing health, switched her phone and broadband service over to the company, only to discover her 37 landline number had been replaced. “I missed my GP’s, ophthalmologist’s, and hospital appointments,” she says. “I’m too old to save a new number, and let all my contacts know he’s taking me to next summer.”

Unfortunately, nothing was done to help her after she complained to her old and new sponsors, but within three days of the press call, her old number was called again. Virgin has apologized, offered compensation and said it will act on DT’s plea that customers be asked initially if they wish to keep their phone number.

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