Virgin Mobile

Data Done Right - Your Questions Answered

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Whiz Kid

Re: Data Done Right - Your Questions Answered

Your customer service rep spent over an hour with me on the phone flipping plans and still managed to mess it up. I'm on the Data Love plan, but I have NO data access. I am sooooo frustrated right now.

 

Just getting to this point took 8 phone calls over two weeks and well over 4 hours on hold. Last night, after being on hold for over an hour, you hung up on me when your office closed. Earlier in the day, you hung up on me after the phone went silent.

 

All that time on hold was wasted - you could have given some useful information like:

  • Call from another phone, not the one you use with Virgin Mobile.
  • Hang up and call back if the phone goes silent.
  • List your office hours.
  • Make sure we get DATA working on the DATA LOVE plan before you let our customer service rep hang up.
  • Make sure you have an hour to talk with us when/if we ever do answer your call.

I hope you staggered the cutoff dates for your users - not giving everyone the same cutoff date, so that we all end up calling at the same time and you don't have enough customer service reps available to handle all the calls.

 

Highlighted
Social Media Specialist

Re: Data Done Right - Your Questions Answered

Hey Community!

 

As some of you may know, we have a tool that has been down the past few days. Unfortunately, this has caused some repeat call volume on the Data Done Right customer transition to Data Love. [Major bummer for us all.] However, we wanted to share a bit of good news with you — the tool is now up and running again! We’re back on track, family. 

 

That being said, we sincerely apologize for any inconvenience this may have caused! We are doing all that we can to ensure that things like this don’t happen in the future.  Due to the issue that occurred, we may see heavier volumes for the next few hours — which will result in longer wait times.

 

Please know that our team is working as quickly as possible to respond to all of your questions, both online and via phone. We understand your frustration, and we will return today with further updates regarding this situation. We appreciate your patience in advance! 

 

Sincerely,

 

The Virgin Mobile USA Team

 

 

@James @Kateland @Ahester83 @drgary911 @sayee @rstrackyngstwn @tlewald @ajhmbf

 

 

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Enthusiast

Re: Data Done Right - Your Questions Answered

Soooo are you guys going to extend the deadline since everyone couldn't get switched over yet or are we just screwed? 

Social Media Specialist

Re: Data Done Right - Your Questions Answered

Hey @s0nicfreak,

 

We wont be making any extensions however, the deadline is based off of your bill date. For example, if your billing cycle ends on the 15th of every month, then you have until the 15th to get switched over. Yes the end of DDR is tomorrow, but if your billing cycle doesn't end tomorrow, then you have a little more time if you haven't moved over to a new plan yet.I hope this helps. Shoot me back a reply if you have any other questions. Thanks

 

Regards,

Steve 

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Whiz Kid

Re: Data Done Right - Your Questions Answered

I couldn't agree more... was on the phone waited an hour yesterday, its now 5/30 been on the phone shrs  called another number spoke with a rep who told me i can only swap out the plan...err switch plans pay difference etc.... at the 1-[***personal info removed***]... sadly was on the phone for 4 ungodly annoying hrs and got rudely disconnected tried to call using the cell again all to recieve a msg stating my service is either no plan avail or is suspended...WTF..???? already paid $30 on 5/23 and got a msg saying its good till 6/23 but my service is supposed to terminate on 5/31...? why is it so hard to get somone to pick up at the other end of the call? now calling from the house phone...been on sine 6pm..its now 7....are hours closed? lacking ppl? what...?

Whiz Kid

Re: Data Done Right - Your Questions Answered

From the top of an email sent one hour ago:

"

We’ve extended your plan to end at the conclusion of your May billing cycle. Switch today and save $...

"

However, AskSteve says "We won't be making any extensions".  This is overwhelmingly confusing.  I finally hung up after being on hold for 1 hour and 5 minutes.  If my phone still works tomorrow I guess maybe I'll try calling on my lunch hour.  It might be helpful if we all knew the hours for customer service at VM's "keep my current phone" number sent out via emails.

Enthusiast

Re: Data Done Right - Your Questions Answered

The last day of my billing cycle IS tomorow, so that doesn't help me. So what are my options if I continue to get no answer at the switch number?

 

I really wish you guys would just let us do this switch online, or make it automatic.

Whiz Kid

Re: Data Done Right - Your Questions Answered

How is anyone supposed to get this done?????  I have been on hold off and on for FIVE DAYS and a total of EIGHT HOURS.  y phone will be tunred off TOMORROW. 

 

FIX THIS.

Enthusiast

Re: Data Done Right - Your Questions Answered

I too have not been able to get anyone on the phone, have been put on hold for probably over 18 hours altogether (yesterday I held for over 5 hours, because when a person finally answered the cust care team,  they told me I had to call the number that I WAS ON!  I could not believe it!!  Wow I finally did get to someone I could not understand, who was short and rude with me, although I can understand that, with as many upset people as he must be dealing with, and now both my phones are disabled, I am out money as of last Sat, and I am beyond upset at the way this has been handled.

Enthusiast

Re: Data Done Right - Your Questions Answered

Well, BE  If you have not noticed, most folks have said that NO ONE CAN CONTACT anyone at the DDR customer care team, unless you have nothing else to do but be on hold for HOURS AND HOURS ....