Cable Forum - View Single Post - Carphone Warehouse vs. Virgin Mobile

Micky Finn · 10-01-2015, 07:42

Latest bits of correspondence;

From CPW

"I'm sorry to hear about the issues your having with getting your pay and go upgrade. I understand this can be frustrating and I apologise.

Pay and go upgrades can be processed only at the consent of the network. Your information is entered onto our system along with the mobile number and this confirms with the network that you are eligible to upgrade. There are criteria that need to be met in order to qualify and the network confirm this.

Carphone Warehouse cannot see if you have previous upgraded through another retailer, and we cannot see if you have made a call within 90 days. both of these are confirmed by the network, in this instance Virgin.

I've included a link to the FAQ page outlining pay and go upgrades and what criteria need to be met in order for an upgrade to be processed. please click here to view.

To upgrade on Virgin you much not have upgraded in the last 6 months, or it be at least 6 months since joining Virgin. and a fully chargeable, connected call made within the last 90 days. This is the information that is confirmed by Virgin when we process the upgrade eligibility check. The response from the checks to Virgin state you are not eligible to upgrade. This I what we need Virgin to confirm you can do before the upgrade can be processed and is the reason we cannot process your deal at this time.

In order to process your pay and go upgrade we need Virgin to re-set upgrade eligibility date."

And from VM;

" I'm really sorry about this

I'm afraid there's nothing we can do from our side to change this. I've never heard of anything like us resetting an eligibilty date for an upgrade.

As this is Carphone Warehouses system, we've got no control over this from our side. As you mentioned, we can't check what handset you're placing the sim into.

I really hope you have some good luck and get this all sorted with them. Please keep me updated with how you get on."

So despite all the sound and fury in those earlier replies, it's not quite as straightforward to sort as some believe. Rational views welcome!

10-01-2015, 07:42	#10
Micky Finn Inactive Join Date: Dec 2008 Posts: 62	Re: Carphone Warehouse vs. Virgin Mobile - Help!! Latest bits of correspondence; From CPW "I'm sorry to hear about the issues your having with getting your pay and go upgrade. I understand this can be frustrating and I apologise. Pay and go upgrades can be processed only at the consent of the network. Your information is entered onto our system along with the mobile number and this confirms with the network that you are eligible to upgrade. There are criteria that need to be met in order to qualify and the network confirm this. Carphone Warehouse cannot see if you have previous upgraded through another retailer, and we cannot see if you have made a call within 90 days. both of these are confirmed by the network, in this instance Virgin. I've included a link to the FAQ page outlining pay and go upgrades and what criteria need to be met in order for an upgrade to be processed. please click here to view. To upgrade on Virgin you much not have upgraded in the last 6 months, or it be at least 6 months since joining Virgin. and a fully chargeable, connected call made within the last 90 days. This is the information that is confirmed by Virgin when we process the upgrade eligibility check. The response from the checks to Virgin state you are not eligible to upgrade. This I what we need Virgin to confirm you can do before the upgrade can be processed and is the reason we cannot process your deal at this time. In order to process your pay and go upgrade we need Virgin to re-set upgrade eligibility date." And from VM; " I'm really sorry about this I'm afraid there's nothing we can do from our side to change this. I've never heard of anything like us resetting an eligibilty date for an upgrade. As this is Carphone Warehouses system, we've got no control over this from our side. As you mentioned, we can't check what handset you're placing the sim into. I really hope you have some good luck and get this all sorted with them. Please keep me updated with how you get on." So despite all the sound and fury in those earlier replies, it's not quite as straightforward to sort as some believe. Rational views welcome!