Following a service outage on Monday, Virgin Mobile is compensating affected users with 5GB of free data. The company announced on Tuesday that this compensation will be credited to all impacted accounts by the end of Wednesday.
Rob Beswick, managing director of Virgin Mobile UAE, expressed regret for the inconvenience, stating in a Khaleej Times report, “We’re sorry for the inconvenience caused during Monday’s outage. We know our customers expect an uninterrupted connection with an unparalleled customer experience. The team worked extremely hard to minimise the disruption and keep our customers updated. We hope the free data we’re providing goes some way to making up for the inconvenience.”
The outage, which occurred early Monday morning, left many customers unable to make or receive calls and access the mobile application. Frustrated users took to social media, citing a lack of team support and non-functional customer service during the downtime.
Virgin Mobile provided a detailed account of the disruption: “At 8:22 am on Monday, July 15, customers in the UAE experienced a network service disruption affecting data, voice, and SMS services until 11:50 am. Additionally, the customer and dealer app faced a partial outage until 3:33 pm.”
Throughout the disruption, Virgin Mobile’s customer care team handled 13,000 chat inquiries, although response times were impacted due to the surge in unplanned queries. The company maintained communication with customers via social media and SMS, sharing regular updates validated by their Tech Team.
