Last Saturday approximately 447 000 Virgin Mobile customers lost network connectivity. Thanks to a fault in Virgin’s network, this huge number of post-paid subscribers were identified as pre-paid users with $0 credit. The carrier’s website and call centre were subsequently flooded with confused and outraged customers.
Virgin was quick to respond. The fault lasted just three hours, from 9:30am until 12:30pm. Many customers were automatically reconnected, but more than a few needed to restart their devices. This meant that the outage was perceived as lasting longer than it did, as many users didn’t realise their need to reboot.
Virgin has since released an official apology to its customers, with Chief Executive David Scribner admitting “We messed up, and I’d like to personally offer all our customers my sincere apologies for this incident”.
By way of extending the olive brance, affected subscribers will be credited their access fee for the full day of Saturday May 3, despite the comparative shortness of the outage. The credit will be applied within the next week and show up on the bill as “Credit for 3 May Outage”.
Furthermore, all post-paid calls, texts and MMS to standard numbers within Australia will be free on Saturday May 17 and May 24.
Virgin Mobile’s speedy solution to the outage, followed by this apology and customer credit, should hopefully restore some of its good will. The last few years have shown what an unreliable network can do to a telco’s reputation and Virgin would understandably want no part in that.
You can check out the full official apology that was mailed directly to Virgin Mobile subscribers here.