I am writing this post because my father and I have been trying to complete an ownership transfer of a post-paid mobile number for almost 2 months now. The process was advised that it would only take 3-5 business days, but the experience has been frustrating and long. After reading through a few forum posts, it seems that other customers have had similar situations and it is apparent that improvements need to be made to this process. I'd like to explain my situation and provide some feedback where I think improvements could be made.
The situation first started when we received an email notifying us that my post-paid plan ($19 per month) would be closed and that it would be moved to a new plan of $30 per month. Now I understand that since the contract was no longer current, Virgin has no obligation to continue providing this service. This was a little annoying because for someone like me who doesn’t use their phone much, the features of the new plan did not benefit me. At this time, I did some research into other mobile provider plans because the $11 increase per month did not suit my mobile needs. I found a few plans that better suited me, so I decided that I wanted to change mobile providers but also keep the same mobile number (port). Since this mobile number was created under my father’s name 10 years ago (because I was too young at the time) it meant that we would first need to complete an ownership transfer into my name and then I could port the mobile number.
I contacted Virgin to ask a few questions about the process and was advised that the process should take 3-5days which gave me enough time to transfer my number and port to another provider before the next billing month when the new higher cost plan started. The CHOWN form was submitted 16/9/17 and I received an sms on 19/9/17 indicating that the forms had been received and will be processed on the nominated transfer date. At first, I was very patient because over the 10 years of being with virgin I have had no major issues, but after a few weeks past and no notification from Virgin regarding the status of the process, I decided to contact Virgin to check in. The service representative told me that no update had been provided by the back-office team, but she would escalate the process and monitor it personally. Another week past with no updates so I contacted again and received the same response.
I finally received an sms on 18/10/17 asking me to contact virgin (1 month since form submission). This annoyed me a little because it meant that I again had to call virgin and be put on hold before getting an update. This call (6pm 18/10/17) was extremely frustrating; not only was the update to tell us that after a month had past, the credit check was deferred and we had to reupload files, but the customer service rep was rude and very hard to understand. It also turns out that the information regarding how to submit the credit check forms that he provided was incorrect and resulted in me having to resubmit again another week later.
After nearly 2 months have past, 4 credit check uploads resubmitted, hours spent on the phone and live chats; the process is still in progress and it clearly shows that you need to make some improvements to this process. I would love this process to be finished so I can leave Virgin, but I hope that my suggested improvements below are considered, and the process is modified so that no-one else has to go through the same situation.
I hope this information is helpful and ensures that other customers do not have a similar experience
Solved! Go to Solution.
Hey @ShaunTurner, thanks so getting in touch about this and I do want to say I'm really sorry about this whole experience, it definitely should not take this long or this much effort and I'm sorry this has happened. Thank you for providing those suggestions too, it's always great to hear feedback and suggestions from our customers because we always want to do what we can to make things easier for you guys
Please let me know if you want me to follow up on the change of ownership request too!
Thanks for your reply. Since this post, I recieved a message from Virgin on Wednesday indicating that the transfer of ownership is already being verified and that i will recieve an update in 24 business hours, which is the closest i have had to an update since the process started. And today i recieved another message stating that you have not recieved my documents yet and that i need to upload my 100points and capacity to pay.
This is really frustrating becuase this is the 3rd time i have uploaded the same documents using the reference ID that is indicated in the message. I also took a screen shot when i uploaded the last documents and a screenshot of the successfully uploaded messgae, so i know i have completed everything correctly.
Could you please follow up and recommend how to fix this issue because i am getting rather annoyed at repeating this process and then having to wait another week for an update.
In addition to the improvements mentioned in my first post, I'd also suggest that Virgin complete some testing to the secure upload site because this seems faulty.
Hi Zoe, thanks again for your help. Finally after 2 months i have recieved a message stating that the Ownership has been transfered.
Obviously since the process was completed it indicates that i had uploaded the forms correctly despite having recieved a message telling me to reupload the forms again. I think there are some serious issues with the Ownership transfer process and i really hope these are improved.