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Virgin Mobile back online after billing system upgrade

Support and payment backlog now being cleared

Mishaps that left Virgin Mobile’s billing system out of action have now been resolved, according to the mobile-only telco.

Yesterday TechWorld reported that a CRM and billing system upgrade had resulted in lengthy downtime at Virgin leaving customers unable to check their account status of make bill payments.

At 5:30pm on Wednesday the contact centre was up and running again and by 7pm the upgrade was complete with all services restored.

Virgin’s mobile telecommunication services – resold through Optus – were unaffected by the downtime.

“The upgrade is now complete, and all services have been restored. However, you may experience slower than usual My Account performance as we clear the backlog. Thank you once again for your continued patience,” was the message on Virgin Mobile’s website.

The call centre was operating until 11pm to help people with top-ups, activations and queries.

A spokesperson for Virgin Mobile said with an upgrade of “this magnitude” the IT team did experience some teething problems.

“It’s been a number of years since our systems were last upgraded, therefore there have been some unexpected delays, however, we are confident they will be resolved shortly and we are working to this end,” the spokesperson said.

The CRM and billing system technology Virgin Mobile uses is Singl.eView by UK company Intec Telecom Systems.

Intec supplies its software to 60 of the world’s largest 100 telecommunications carriers.

This upgrade is this is the first systems upgrade of its type, not the second as originally reported.

“It was initially scheduled for a couple of weeks ago but didn’t go ahead until 19 February,” the spokesperson said.

Follow Rodney Gedda on Twitter: @rodneygedda

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