I upgraded my contract with Virgin Mobile to an iPhone 5s. Unfortunately the new handset proved to be faulty. They agreed to replace it the next day. It didn’t arrive. Then the real problems began. For the past six weeks I have been trying to get them to deliver a new handset. No joy. They blame IT problems.
I asked in frustration to cancel my contract and be given a Pac code so I can take my number to a new provider. This they are legally obliged to do. They refused. Apparently the same IT problems are to blame.
So I am stuck. I have a faulty handset and Virgin are refusing to replace it or let me go elsewhere. JR, Farnham, Surrey
It took another three weeks after I contacted the press office before you were finally rescued from limbo. Virgin has, after dogged chasing, given you a Pac code, an apology and a goodwill payment.
Under rules introduced this year by the telecoms regulator, mobile phone and internet providers must release customers from contracts if they are not receiving adequate service. Pac codes should be provided immediately over the phone or within two hours by SMS, so Virgin is in serious breach of the rules. You should add your complaint to Ofcom’s files on the issue.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
