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Specialist
geriann
Posts: 97
Registered: ‎16-02-2010

my phone has been hacked?!

in february i was charged for phone calls to premium numbers.

when theses calls were made i was at my parents house, so i obviously didn't make the calls.

 

in march i was charged for a phone call to a premium number.

when this call was made i was at home, but i know i was in bed and didn't make the call.

 

in april i was charged for a HUGE amount of calls to premium numbers.

i haven't seen a list of all the calls, but i'm guessing they're all premium numbers.

 

i found out about this on the 9th of may whm Virgin called me because my balance was close to my £150 limit.:womanvery-happy: which has never happen before

i told the Virgin man that i didn't call any premium rate numbers and i've never phoned any of those types [adult] of premium rate phonelines the whole time i've been with Virgin.

 

on the 11th of may i phoned Virgin to report what must be phone hacking.

they barred premium rate numbers from my phone...at my request.

i also explained i live on my own and that i live on disability benefits so thre's no way i can afford a huge bill.

they said they'd investigate the hacking and contact me within a few days.

 

i got my E-bill on the 16th of may.

i was charged £120.75p for cals.:smileysurprised:

once they added the phones line rental, broadband and VAT on everything i ended up with a bill for £167.79p.:smileysurprised:

 

i logged on the "my virgin media" today and noticed i'd been charged 97p [not including VAT] for a call to a local landline number at 8.10pm [for 11 minutes 28 seconds] on the 7th of june.

because that was yesterday...and i write a diary...i know i was out of my house from 8.15-8.30pm because i had to pop to my local shop.

i know i didn't make any call because i was putting my coat/shoes on and then i was out...so i knw i must be hacked.

i phoned the number my bill said this evening [the 8th of june] from my mobile phone.

it was a woman's house. not a business. we don't know each other.

 

Virgin have still not contacted me about the investigation into the hacking.:smileymad:

 

i'm not sue if Virgin can phone me at the moment because my landline has dead.

see my previous post -> http://community.virginmedia.com/t5/Telephone/phone-dead/td-p/541517

 

can anyone help me?

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Human Answer Bank
Ray_P
Posts: 2,688
Registered: ‎25-03-2010

Re: my phone has been hacked?!

Hi again geriann,

 

Really sorry that nobody got back to you. I can see the notes from the complaint, but we are limited to what we can advise over the forum, due to data protection. If you click the contact us link at the bottom of this page, it should lead you to an email form for you to contact our complaints team.

 

Other than the no dial tone fault you've reported on your other post, have you had any other problems with the line? Have you been receiving call OK?

Kind Regards


Ray_P
Help & Support Forum Team


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Specialist
geriann
Posts: 97
Registered: ‎16-02-2010

Re: my phone has been hacked?!

i've answered the phone not working problem on the "phone dead" thread.

 

i'll contact Virgin today.

thanks.

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Specialist
geriann
Posts: 97
Registered: ‎16-02-2010

Re: my phone has been hacked?!

[ Edited ]

i logged on to "my virgin media" on the 8th of June = i noticed i'd been charged 97p [not including VAT] for a call to a local landline number at 8.10pm [for 11 minutes 28 seconds] on the 7th of june.
i know i was out of my house from 8.15-8.30pm because i had to pop to my local shop.
i know i didn't make any call because i was putting my coat/shoes on and then i was out.
i phoned the number my bill said [the one mentioned above] on the 8th of June.
it was a woman's house. not a business. we don't know each other.

 

i logged on to "my virgin media" on the 11th of June = yet more strange calls on my bill!
i've been charged £2.23p [not including VAT] for a call to 0845 4541111 at 6.13pm [for 24 minutes 6 seconds] on the 8th of june.
i was home alone at this time/date, but i know i didn't make a call to anyone.
i did a search on the internet and found out this number is the Virgin Media helpline number...the one you can use from a non-Virgin landline.
i have NEVER called this number in all the years i've been with Virgin!
if i need to contact virgin i call 150 or 151 or email...obviously because they are free methods.
the fact Virgin is charging me for calls i didn't make to a Virgin helpline is crazy!
i also noticed i've been charged £1.34p [not including VAT] for a call to a Luton number [01582] 451729 at 7.49pm [for 16 minutes 31 seconds] on the 9th of june.
at this time/date i was home alone and might have been asleep, so this obviously wasn't me.

 

i just tried to send a message to Virgin Media via the "contact us" button...as you told me to.

i got this page: https://help.virginmedia.com/system/selfservice.controller

which said: "Error: An attempt has been made to access Self-Service without the required parameters.":smileysurprised:

so i just lost everything i wrote!:smileymad:

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The Sorter
Luisa_B
Posts: 751
Registered: ‎25-03-2010

Re: my phone has been hacked?!

Hi geriann,

 

Sorry that link doesn't appear to be working for you at the moment. I tried it here with the same result, so I'll try to get someone to look at that for us. In the meantime, if you type "Contact.virginmedia.com" into your address bar, it should bring you to the same page as the link on Ray's earlier post. 

 

Let me know if you have any trouble accessing that.

 

Luisa B

Help & Support Forum Team

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Specialist
geriann
Posts: 97
Registered: ‎16-02-2010

Re: my phone has been hacked?!

contact.virginmedia.com send me to the "contact us" page...

https://help.virginmedia.com/system/selfservice.controller?CONFIGURATION=1002&PARTITION_ID=1&TIMEZON...

that's what i went to before.

i've filled that form in twice, but it keeps sending me to the same "error" page!

 

is there an email address i can use?

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The Sorter
Luisa_B
Posts: 751
Registered: ‎25-03-2010

Re: my phone has been hacked?!

Hi geriann, 

 

As far as I'm aware, there isn't an email address that you can post directly to.

I'm going to report the link that you've had difficulty using to a team to get that fixed.

 

I can also see a something logged on your account regarding the billing issue, so it is still in the process of being investigated. 

 

Thanks.

 

 

Luisa B

Help & Support Forum Team

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Specialist
geriann
Posts: 97
Registered: ‎16-02-2010

Re: my phone has been hacked?!

i logged on to "my virgin media" on the 14th of June = yet another phone call i didn't make!
i've been charged 43p [not including VAT] for a call to 07540 829461 at 3.14pm [for 1 minutes 46 seconds] on the 11th of June.
i was home alone at this time/date, but i know i didn't make this call.

infact it was about this time/date that i phoned my fiance from my [Tesco] mobile phone...he has a Tesco mobile too.

[btw i know when i was making calls and out/etc because i keep a diary]
i did a search on the internet and found out this mobile number is with O2.

i don't know how to find out any other information without actually calling the number.

the only mobiles i usually call are with Tesco mobile.

 

LULSA_B [and other Virgin Media workers]

the investigation started on the 11th of May...i was told it would take a few days or a week at the most...now it's 34 days and counting!:smileymad:

in the mean time i'm very worried about the financial problems this will cause me.

i already take an anti-depressant/anti-anxiety...both things in one pill, but due to this stuff on the 13th of June my GP perscribed Diazepam [aka Valium] because my anxiety is worse. [Diazepam is a sedative to treat insomnia and all typs of anxiety]

the bill dated 16th of May for £167.79p = has the direct debit taken that amount? is it has, on what date?

i assume it went out ok because i haven't received any "late payment" letters.

my account doesn't accept direct debits, so it comes from my father's account.

he's on holiday. he'll get a surprise when he gets back if the huge bill amount has been taken.:smileysurprised:

i then pay whatever the Virgin bill was back to my father. usually can give him the full bill amount before the direct debit is due to happen. however due to my father being on holiday, this issue still being investigated and my lack of money i haven't paid my father anything towards the £167.79p yet!

on the 16th of June i should get my next E-bill.

going on what "my virgin media" shows for for calls so far, adding on VAT and what my normal monthly Virgin Media costs, it looks as though i'll be owing my dad over £200. :smileysurprised: i don't even get paid that much before the direct debit [during the 1st week of July] will go through.

that doesn't even take in to account that i can't give my dad 100% of my pay because of my others costs such as groceries, electric, gas, etc.

you can see why i'm panicking so much.

any idea how long until something happens with the investigation?

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Gandalf
Claire_D
Posts: 3,345
Registered: ‎25-03-2010

Re: my phone has been hacked?!

Hi there

Im sorry to hear you are having these problems. We here at the faults team do not deal with this type of problem. You will need to contact csutomer services to see if they can give you an update on this.

Thanks
Claire

Claire D
Help & Support Forum Team


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