Menu
Reply
  • 23
  • 2
  • 8
Dusty_Warrior
On our wavelength
586 Views
Message 1 of 36
Flag for a moderator

PREMIUM RATE CON

WARNING TO VIRGIN MOBILE CUSTOMERS - OVERCHARGING...

Virgin mobile are blocking calls to UK mobile starting 07399 (amongst others) and charging texts to these numbers at premium rate?

They are not making customers aware of this error?

If you have free texts in your package and send a lot of messages to one of these numbers you are in for a high bill!!!
  • 3.82K
  • 897
  • 1.7K
Superuser
Superuser
575 Views
Message 2 of 36
Flag for a moderator

Re: PREMIUM RATE CON

Hi,

0739 is a new number range from EE that hasn't yet been included into Virgin's system.

They are aware of it & their response is that it shall be soon (no definite date as yet).

If you give the Virgin mobile customer services a call on 789 from your Virgin mobile or 0345 6000 789 from any other phone they will refund the charges made to your account due to this problem.

AlexKid :-)

________________________________________________________

If you want to say thanks > click 'Kudos'.
If this has helped answer your question > click 'Helpful Answer' also.

0 Kudos
  • 23
  • 2
  • 8
Dusty_Warrior
On our wavelength
547 Views
Message 3 of 36
Flag for a moderator

Re: PREMIUM RATE CON

Hi Alexkid,

I am aware of the reason for the problem, spoke to VM on 14 th Jan.

Thing is all UK mobile operators including virtual operators dealt with this before it became a problem except VM.

Virgin won't give a timescale to resolved!

Virgin will only give refunds to customers who request it.

Virgin customer service team have little info to offer

All the other virtual mobile operators on EE's network have already resolved the issue.

Makes me think it suits VM commercially not to resolve quickly.
  • 8.26K
  • 236
  • 340
Forum Team (Retired) Mat_H
Forum Team (Retired)
520 Views
Message 4 of 36
Flag for a moderator

Re: PREMIUM RATE CON

Hi Dusty_warrior,

 

Thanks for posting Smiley Happy

 

I can assure you there's no commercial benefit to us regarding this. All premium texts that are charged incorrectly will be credited back to you.

 

Let me know if you have any other questions.


Thanks,

Mat
 


Who's who? Find out more about our community members. Good folk to know


0 Kudos
  • 23
  • 2
  • 8
Dusty_Warrior
On our wavelength
512 Views
Message 5 of 36
Flag for a moderator

Re: PREMIUM RATE CON

Thanks Mat,

However l was told on the phone that if I could PROVE, the number was not premium rate then I could claim back once billed.

However how can I prove the case against VM billing system.

How long will VM take to refund.

Why should I pay in the first place for VM error

Will I have to claim every month

Why are VM not informing ALL customers of the need to claim back.

My comment about commercial advantage is based on my belief that if VM apply these charges and do not automatically refund them at the billing date then a lot of customers will not claim and therefore get a refund.

However you may know something I don't know.

If you can confirm that the erroneous charges will be credited on bills before payment is taken, then obviously I have been misinformed and my comment about commercial advantage is wrong.

I eagerly await your response.
0 Kudos
  • 1.46K
  • 184
  • 378
enlli
Knows their stuff
502 Views
Message 6 of 36
Flag for a moderator

Re: PREMIUM RATE CON

Number not included on systems. I'm in Tech - it's a five minute job - tops

0 Kudos
  • 885
  • 35
  • 476
HughJarsse
Well-informed
484 Views
Message 7 of 36
Flag for a moderator

Re: PREMIUM RATE CON


enlli wrote:

Number not included on systems. I'm in Tech - it's a five minute job - tops


Then why on earth don't VM get their finger out and ADD THESE numbers to their list?? SIMPLE..NOT rocket science..EVERY other operator APART FROM VM has added these numbers?? 

VM can't be bothered  AGAIN!!! not really interested..AGAIN..

VM make it sound like they are writing 'war and peace' with a pen and paper, and will take forever and a day!! this is the DIGITAL AGE, if they hadn't noticed...Quick enough to programme in their 'price rises' yet can't add a new set of numbers to a database!!!

0 Kudos
  • 23
  • 2
  • 8
Dusty_Warrior
On our wavelength
448 Views
Message 8 of 36
Flag for a moderator

Re: PREMIUM RATE CON

Any danger of an update from Virgin

Tags (1)
0 Kudos
  • 23
  • 2
  • 8
Dusty_Warrior
On our wavelength
414 Views
Message 9 of 36
Flag for a moderator

Re: PREMIUM RATE CON

A reply would be good
0 Kudos
  • 1.46K
  • 184
  • 378
enlli
Knows their stuff
404 Views
Message 10 of 36
Flag for a moderator

Re: PREMIUM RATE CON

See a similar post was made in December. Really is a bad show. Problems that require the technical people seem to take ages (See posts regarding upgrading by the Website. 

And Virgin are going to lay off another 900 people if trade reports are to be believed.

https://community.virginmedia.com/t5/Virgin-Mobile/07399-is-a-new-prefix-which-virgin-calls-are-barr...

0 Kudos