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TJ27
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Message 1 of 22
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Premium rate text charges

Well where do I begin?! Had this problem to my partners number only for six Months now!!
Firstly told it was a network error and to bear with em. I rang monthly requesting my refund for four months then it resolved!! For two weeks!!
Iv done the usual +44 to 07 change
Iv deleted the whole thread of messages and recent contacts
Reinstalled and still it happens!!!
£5 Sim for two months has cost me £75.90!! I requested the £45 refund last month and didn't get it as promised: I became overdrawn as a result: had a verbal apology.
Iv rung 789 every month we're (bezzie mates) not!!
Tonight Iv been told it's my phone that's faulty
To check my SIM card in another phone and to change my number!!! My daughter worked for a mobile phone company and said this is garbage!!
Then the advisor said it's a network error so which one applies eh?
Iv complained officially and a manager is due to speak to me
My other options are £5 sim only from Tesco or Asda with unlimited texts calls and more data!
Get ya act together virgin
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Forum Team (Retired) Mat_H
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Message 2 of 22
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Re: Premium rate text charges

Hi TJ27,

Welcome to the forums.


I'm sorry to hear that you've received so much conflicting information from us. I want to clear this up for you.

 

This is indeed a network issue and one that we're aware of. You're more than entitled to a refund from us for this. Has this been refunded since your last call?


Let me know as soon as you can.


Thanks,

Mat
 


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TJ27
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Message 3 of 22
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Re: Premium rate text charges

Hi Matt

Thank you for your reply that clarifies the problem.
The refund is in process, I was told 3-4 working days. However I ring ever month as soon as my bill is generated as I was told in doing so would prevent the money from being taken! But not this month it was still removed.
What's the latest and do Virgin have any idea when this will stop.
Iv stopped texting my partner as a result as I can not risk being over draw again.
Regards Tracey

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TJ27
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Message 4 of 22
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Re: Premium rate text charges

Hi Mat

I have had a phone call today asking me to remove the number as +44 and replace as 07.
I did explain that I did this 3 months ago yet have been told many times and including from my daughter, that it will make no difference.
They suggested I restore my iPhone which I have tried to do and its failed the restore saying 'restore unsuccessful.'
The last time I did this with Ios 9.1 it totally messed up my Wifi and messages and I needed a new handset!
Are there any other suggestions? Successful suggestions?
Regards
Tracey

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Forum Team (Retired) Mat_H
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Message 5 of 22
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Re: Premium rate text charges

HI Tracey,

 

Thanks for your reply Smiley Happy 

 

Removing the +44 prefix isn't a guaranteed fix I'm afraid. This is an issue on our side and we continue to work on fixing this.


Thanks,

Mat


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TJ27
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Message 6 of 22
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Re: Premium rate text charges

Hi Mat

 

Thank you for that.

I have done everything and even been to the Apple store to have my phone checked.

Result = No problems so I did a test text and was charged again.

It is just annoying having to phone up every month to ask for money back that shouldn't be taken anyway.

And leading to bank charges for being overdrawn when I was told it would not be taken out.

If Virgin did an auto refund this would be better!!

I have stopped texting this number now due to the stress, which defeats the object of the contract. I ring instead!!!

Any idea when this will be resolved?

 

Regards

Tracey Smiley Happy

 

 

 

 

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enlli
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Message 7 of 22
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Re: Premium rate text charges

Has the other person got an Android or Apple Phone.

If you install WhatsApp on both you can message away without problems.

Most of my family and friends use it, so much so I hardly use text these days

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Superuser
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Message 8 of 22
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Re: Premium rate text charges

Hi Tracey,

as enlli suggests, give WhatsApp a try.

I very rarely ever send a text. All my friends and family have WhatsApp.

It's simple and free (if you have WIFI or data allowance) and you can also send photo's and video.

AlexKid :-)

If you want to say thanks > click 'Kudos'.
Answered your question? > click 'Mark as Helpful Answer' also.

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TJ27
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Message 9 of 22
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Re: Premium rate text charges

Hi
Cheers for your reply

Unfortunately the persons not on what's app so I ring and snap instead
Regards
Tracey
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TJ27
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Message 10 of 22
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Re: Premium rate text charges

The latest on my problem is that my account is being checked weekly by a Virgin employee so that I am always refunded my money. However, since Tuesday (12th) I can no longer text said number. Messages now 'fail to deliver' then followed by an SMS alert message stating the number isn't an 07 number!
Yes it is!
Any ideas ??? 😡
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