on 04-05-2013 21:23
Ok firstly it took me about twenty minutes to post on here and most of that was because it was very unclear and badly laid out. Its as if the system feels reluctant to give the information it holds so just stream line it as a matter of providing a good service.
Secondly you need to provide a customer service email. I have a light question (the thirdly part of this post) yet the helpline is so ridiculously expensive and long winded ( I have a set amount of minutes on my deal, I don't use many minutes at all, I overcharged 30 pounds onto my phone bill after ONE call) so a small question doesn't get answered. Set one up immediately just because I assume you want to be a good service with happy customers. Again with the earlier point of a system feeling reluctant this is the most bare and extreme example. Very reluctant to assist or give information. At least this is the impression that I and many others get. Sort it out. You need to care about your customers and quite clearly this is a much requested issue. Thank you. Now for the actual question that led me down this long and winding road to actually asking the question.
I just wanted to ask why my bill has gone up. Last year (for the last 3/4 months of last year) my bill was £27.50 yet this year it has risen to £29.25. I am on the student deal so naturally every penny counts, which is why I will refuse to call also. Thank you. I eagerly await your response.
on 07-05-2013 20:58
Firstly I would like to say I'm very sorry that you have found our forums hard to navigate and use. On the main page of the forums there is Community FAQs & Tips with many posts advising how to navigate and use the forums.
If you call 150 from a Virgin Media landline or Virgin mobile phone the call is free of charge. If you were calling from another service provider for your phone unfortunately it is a chargeable call which is set by your service provider.
Regarding the email address this would not be possible as the security restrictions we have in place for customers protection restrict us from doing so. Also of the back of that this would also not be possible due to our staff being customer facing and call taking.
As we are unable to discuss account or billing information on the forums you will need to call 150 from a Virgin Media landline or Virgin mobile or alternatively 0845 454 1111.
Sorry for any inconvenience caused