Virgin Mobile’s voicemail down and out for days
- 20 June, 2011 17:26
- Comments 5
Virgin Mobile’s voicemail system is still experiencing problems after a service outage which started on June 17, causing confusion and frustration among several of its customers.
One Virgin Mobile user found out about the outage indirectly when the voicemail service asked them to set up their voicemail inbox.
“Given I'd had the same service for many years this was perplexing to me,” the user said.
The user called Virgin Mobile’s customer service, which instructed them to turn off their mobile phone, turn it back on, and finally contact voicemail again to check it.
When accessing the voicemail system this time, the user was greeted with an automated message that informed that the voicemail system was down.
Several users vented their frustration via Virgin Mobile’s Twitter account and used it as a means to get the latest updates on the state of the voicemail system. “Virgin's voicemail service is down, but I can still be connected to a system that tells me it’s down,” posted Twitter user, benhowland, during the start of the outage.
“Efficiency at its best.”
The official response on the Virgin Mobile Twitter account (@VirginMobileAus) on the day of the outage was a confirmation of voicemail issues, as well as a promise that the problem was being investigated.
Twitter user brymac1 also experienced prolonged problems with their voicemail and expected more transparency from Virgin Mobile about the progress of the system restoration.
“Voicemail down and Virgin Mobile say up to 72 hours,” posted brymac1.
“How about updates for us instead of having to call customer service?”
As of press time, Virgin Mobile users were still experiencing problems with their voicemail.
“No voicemail for 4 days and I have 14 voice messages waiting,” asked ozdop on Twitter.
“When will this be fixed? I use my phone for business.”
Virgin Mobile reconfirmed on their Twitter account that some members are “still unable to leave or retrieve their voicemail messages” and that they are “investigating as a priority and will update on progress".
Users experiencing problems should contact Virgin Mobile for updates on the progress of restoring the voicemail system, either directly by phone or by messaging their Twitter account.
Nominations for the 2012 ARN IT Industry Awards open on Tuesday, June 12.
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Comments
Joan
I am also a disgrunted Virgin customer of 10 years with no Voicemail access since last Thursday. Repeated phone calls to them result in getting no further information, just the big fob off. I've told them by email I want to be released from my contract because they are not providing the service I am paying for, let's see what they say to that.
Barry Collins
The thing now lacking with Virgin Customer Service is "SERVICE". When phoning again to complain about lack of access to Voicemail all the "Lady" from Asia somewhere could say was "Do you want to change your password?" Any answer to my direct question on when the service would be back in action met with dead silence. After a 10 minute wait to transfer to an "expert" was still unable to obtain a satisfactory reason or time frame.
Joan
At long last my voicemail has been restored. Hope everyone else is having better luck too.
Still does not excuse Virgin for failing to provide updates on their website on the situation, could have saved us all a lot of frustration and anger.
fixit
Stuff happens. But the lack of respect in notifying customers proactively when long outtages occurs may well serve as VM negative inflection point at being a viable SERVICE provider!
The service/customer relations manager needs to go and go now!
Karen Matthews
I have abuisness that is suffering because I can't retrieve my voice mails. I am loosing clients !!! GET IT FIXED
Thankyou
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