SAYNOTO0870.COM - Virgin Media

templar

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Justabloke

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Re: Virgin Media
Reply #30 - Oct 2^nd, 2007 at 11:01am

linden wrote on Jul 30^th, 2007 at 4:22pm:

Today I have contacted Ofcom (tel: 020 7981 3000) to complain about the Virgin Broadband contact no. being 09
They tell me that they would "frown upon it" if that is the only number available for this service .
They also say that the usual charge for 09 no's is £1.50 per minute.

Maybe , if enough people contact Ofcom , they will look into it .

Which company would you recommend ?

I have followed your thread & will indeed follow this issue up & take it further...,power to the people. Wink

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oldfogy

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Re: Virgin Media
Reply #31 - Oct 3^rd, 2007 at 1:53am

Quote:

What happens if you have 09 calls barred on your line?

Did you know that Virgin Media also "Automatically block new customers" from calling premium rate numbers until they ask for the block to be removed!
(Obviously that's if you/they knew it was blocked which most people don't)

This usually takes 24 hours, but in my case it would take 48 hours as it was a Saturday.
And the PIN bypass would not work on this occasion for technical reasons which could not or would not be explained. (something to do with me having an engineers PIN) which was news to me also.

Which is not much use if firstly you did not know and needed to phone a premium rate number (help-line) which is what happened to me although being a customer for the last 9 years, the block was still in place.

Quote:

There are two options to keep the cost down:
First, the helpline will refund the cost of the call if the fault is theirs and you have a VM phone line.
Second, if you give them a number they will call you back.

On the occasion I did contact them and asked to be called back, they said they did not have the facility to call me back (even though I gave them my country code etc)
Subsequently the call cost me £4.65 (Mobile) for something like 90 seconds.

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bazzerfewi

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Baz

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Re: Virgin Media
Reply #32 - Oct 3^rd, 2007 at 6:38am

I totally agree, I have been a Virgin/Telewest customer for six years now and I to frown on an 0906 Angry

contact number when contacting tech support.

It is not as if you call them to have a chat they are caller because a customer is in trouble.

Can a campaign be run to boy cot this service, I have already contacted ofcom but I think it needs to be taken further with maybe a campaign simular to the one sent to 10 Downing Street earlier this year.

Let me know if I am able to assist in any way.

Baz

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bazzerfewi

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Re: Virgin Media 0906 2121111
Reply #33 - Oct 3^rd, 2007 at 3:21pm

I have been in contact with both ofcom and icstis and they are both a waste of time. Ofcom said they log complaints and they did in regard to the Virgin 0906 number but he said they will not do anything about it.

I then contacted ICSTIS and explained that I was on the phone for over 20 minutes to Virgin Tech Support and the girl based in India suggested that I had the wrong cables (not her fault she was in India reading from a British script) I was very polite took her name rang back spoke to a British techi guy and resolved the issue.

Is there not anything that can be done it is very frustrating and very expensive.

Wink

Ah just had a thought originally I was a customer of Telewest and Technical Support was free on 150 as I was a customer of Telewest and I was not notified that the support number would change surely Virgin are in breach of contract because I have not accepted the Virgin new terms.

Can somebody clarify this for me please.

I now have the head office number for Virgin Media 0800 0730399 I suggest we all start ringing them and bombarding the switch board.

Regards

Baz Wink

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oldfogy

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Re: Virgin Media 0906 2121111
Reply #34 - Oct 3^rd, 2007 at 4:20pm

bazzerfewi wrote on Oct 3^rd, 2007 at 3:21pm:

Ah just had a thought originally I was a customer of Telewest and Technical Support was free on 150 as I was a customer of Telewest and I was not notified that the support number would change surely Virgin are in breach of contract because I have not accepted the Virgin new terms.

Can somebody clarify this for me please.

All NTL/Telewest/Virgin customer were sent letters confirming the changes.
By not cancelling your/our contracts at that time we are then deemed to have accepted the new contract. (small print)

So sorry, we can't play that card either.

Since Virgin took over the running of NTL/Telewest the amount of changes has been appalling with what has been reduced and taken away from customers.

I think the "rot" set-in when Telewest first started to charge a connection fee of 3 or 4p
But then this is the usual "Rip Off" British way

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bazzerfewi Supreme Member Offline Baz Posts: 580 Barnsley Gender:	Re: Virgin Media Reply #35 - Oct 3^rd, 2007 at 4:30pm Thanks for that Oldfogy it was just a thought I suppose I knew that they would have had it convered. Thanks Again Baz
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fragrocks

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Re: Virgin Media
Reply #36 - Oct 13^th, 2007 at 9:03pm

Hi, new member found you guys while hunting for an alternative to the 0906 number! .. Can I just point out that Virgin have NOT taken over NTL/Telewest. They have just leased the name for about 8 years!!! NOTHING has changed other than the name and branding!

We have an issue where we lose net at least 3 times per week and its nothing to do with us or our equipment. I refuse point blank to pay 25p per minute. Anyone have any updates on the geographical number issue??

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oldfogy Newbie Offline Posts: 14 UK West Midlands Gender:	Re: Virgin Media Reply #37 - Oct 13^th, 2007 at 11:00pm fragrocks wrote on Oct 13^th, 2007 at 9:03pm: NOTHING has changed other than the name and branding! Except for the "Service, Standards and Charges"
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bazzerfewi

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Baz

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Re: Virgin Media
Reply #38 - Oct 14^th, 2007 at 5:04am

Just a thought as this 0906 number and the fact that I am transferred to a call centre with script readers in India really niggles me.

Virgin are at present offered free support the all TV and Telephone customers, I am not up on consumer law but is there not discrimination here and if so can something be done.

I will contact consumer support tomorrow

Regards

Bazzerfewi (Baz)

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bazzerfewi

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Re: Virgin Media
Reply #39 - Oct 14^th, 2007 at 2:28pm

WARNING WARNING VIRGIN MEDIA I recently signed up to Virgin Media plan TALK ANYWHERE 800 as we were ringing mobile numbers.

To my amazement in 20 days I Supposedly used 800 minutes with normal use. I have now changed back to talk unlimited all I am saying is that it is easy to fall into the complacency trap and be stung with hefty bill.

[highlight]VIRGIN VALUE I DON'T THINK SO!!!! Angry

[/highlight] Sad

Baz

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Dave

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Re: Virgin Media
Reply #40 - Oct 14^th, 2007 at 2:52pm

bazzerfewi wrote on Oct 14^th, 2007 at 2:28pm:

WARNING WARNING VIRGIN MEDIA I recently signed up to Virgin Media plan TALK ANYWHERE 800 as we were ringing mobile numbers.

To my amazement in 20 days I Supposedly used 800 minutes with normal use. I have now changed back to talk unlimited all I am saying is that it is easy to fall into the complacency trap and be stung with hefty bill.

[highlight]VIRGIN VALUE I DON'T THINK SO!!!! Angry

[/highlight] Sad

Baz, you knew what you were getting when you moved tariff. I do not understand. The 800 minutes include all calls. So if you make 800 minutes of 01/02 calls (from your inclusive minutes) followed by 800 minutes of mobile calls, you will pay £40 for your package plus the mobile calls. Alternatively, if you make 800 minutes worth of mobile calls followed by 800 minutes of 01/02 calls, then you will pay £40 plus 800 mins of 01/02 calls. The latter will obviously leave you with a lower bill as you've got better value from the 800 inclusive minutes.

As I said elsewhere, the difference between the unlimited and TalkAnywhere 800 package is about £20. So to just break even, you would have to make 800 minutes of chargeable and non-chargeable calls on the unlimited package. Also bear in mind that additional minutes on the Talk Anywhere package are charged at the same rate at all times, whereas chargeable calls on the unlimited package is not. Also remember, you will probably be better off making mobile calls through a provider like 18185 (you will need to use its 020 or 0808 number though).

At the end of the day there is no such thing as a free lunch. Mobile calls are more expensive than landline ones.

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R

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Re: Virgin Media
Reply #41 - Oct 14^th, 2007 at 5:24pm

I WORK FOR VIRGIN MEDIA FAULTS and we have been blocked on our phones to put customers thorugh to broadband faults -if the fault is with our equipment we will refund the cost of the call WHICH BY THE WAY IS NOT 1.50 PER MINUTE IT IS 25P PER MINUTE WITH A 10 P CONNECTION FEE this will be done at the end of each individual call there is no other way of contacting this team it is to cut down on calls for computer faults not virgin media faults this means the waiting times should be a lot less than they were before hope this helps

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bbb_uk

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Re: Virgin Media
Reply #42 - Oct 14^th, 2007 at 7:24pm

R wrote on Oct 14^th, 2007 at 5:24pm:

this will be done at the end of each individual call there is no other way of contacting this team it is to cut down on calls for computer faults not virgin media faults this means the waiting times should be a lot less than they were before hope this helps

Last I heard, refunds were only done for faults that you know (ie on your system) so that means if I ring up with a fault I know is yours but it's not yet known to yourselves I then have to ring up again once its known by yourselves to arrange a refund.

The speech by VM that it's to stop unrelated VM faults is an excuse. All other bb companies (that I know of) don't do this but yet they also would get calls about faults that aren't related to the ISP itself.

Why couldn't VM just stick with it being free and then charging for calls (via bills) for faults not related to VM?

VM have just gotten more and more expensive lately and going downhill since VM took over - that's my opinion anyhow.

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R Newbie Offline Posts: 5	Re: Virgin Media Reply #43 - Oct 15^th, 2007 at 10:10am No thats wrong area faults on the system that are over 24 hours old can be refunded if you have a fault eg with the modem not working we will then refund the cost of that call because it's and equipmnet fault that we have provided- hope this helps
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R

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Re: Virgin Media
Reply #44 - Oct 15^th, 2007 at 10:13am

In reply to your 2nd question we give the customer a choice they can either check their computer of call us knowing full well if it is a computer issue not our fault the call is going to be charged and the phoneline gives you the prices giving you the chance to put the phone down if we charged off the bill there is a grey area because 1.we would have to obtain the account details adn 2. it could be said we were adding unauthorised charges to a customer account

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