New Account Number

hurricaneuk1972 · 26-12-2010, 19:21

Hi All

I have recently upgraded my contract as it was due for renewal. I have been given a new account number and DD date. I am also unable to view my bills online since upgrading and have gone around in circles with calling 789 and emailing.

Has anyone had the same issue? I just know last time I upgraded it was easy and I thought this time would be the same.

Any advice would be appreciated.

Many thanks
Kerri

Toto · 26-12-2010, 19:33

A new account number on a contract renewal? Have you moved or changed your name?

hurricaneuk1972 · 26-12-2010, 21:18

Hi Toto

Thanks for your speedy reply. Nothing has changed, same name same address. I know Virgin Media change your account when you change your address so I wondered if Virgin Mobile had introduced something similar when you change package. That might sound like a long shot but I am trying to think of anything which would have made the change. I thought it was down to the salesman in the shop taking out a new contract instead as this time he had to verify me by charging and then refunding my Debit Card.

I'm still waiting for a manger to call me back after 3 days so I think I will pop back to the shop tomorrow.

Thanks again
Kerri

Peter_ · 26-12-2010, 21:35

I upgraded my package last week and my phone number never changed and that is the only account number I have from Virgin Mobile, so unless you have changed your number I can see no reason for your details to change.

The has been no mention of my Direct Debit changing dates either so I would go to your nearest store tomorrow to enquire.

devilincarnate · 26-12-2010, 21:39

The only thing that i think it could be is that you say that you have upgraded in store.

When i worked for O2 the store system was different to the main network of the system.
What you need to do is check all of the details on the paperwork that you got with the upgrade ( E.G all the number the details and also all the personal details )

If all the above is correct you will need to go back to the store and ask the person in the store to call the area manager ( as they have the number for them ) or to call in to helpdesk and they will be able to check all the details of the upgrade for you and the details of the name and number of the upgrade.

Sometimes they get confused about the name or number ( did you reicive a new sim card with the upgrade and if so have you tried the new sim card and noted the number )

hurricaneuk1972 · 29-12-2010, 22:24

Hi All

Thanks for the great suggestions. I went into my local store and they just told me there was nothing they could do but they offered to let me call one of the UK call centres from the shop. I did this and again went round in circles as they weren't really willing to admit that I was missold a new contract but I was offered a cancellation without charge so I'm guessing they thought the problem was their end.

I had to wait until yesterday to speak to the cancellation team who were really fab, I may just be biased as they are based up the road. The end result is last months bill credited and they are sending out a jiffy bag to return the phone and then they will cancel the contract.

Many thanks
Kerri

Hornet · 30-12-2010, 18:08

I upgraded two mobile accounts about 4 months ago. VM are still trying to sort it now, both accounts still link to my old contracts and not the new ones! It has been a nightmare and they say their systems can't cope with contract changes!! Ask to speak to the VM tech team as they passed my issues to the web team who I now have direct contact with. They just can't get the old accounts replaced by the new ones, I am assured it will happen in the end!