I have just wasted over an hour speaking to customer services regarding this issue. When I send STOPALL to that number I get a message back telling me 'You currently have EE Adult Barring turned on for access to 18+ services. If you wish to turn this off please call the customer care number'
I never actually received any messages and my only hint about them was when I received a much higher than normal bill which I then looked into. I had a conversation with one adviser who said he was putting me on hold while he looked into the issue and in reality put me back into the queue, I then spoke to a female adviser for about an hour and I am as wise as ever as to who or what these texts were from, who then took the first chance she could to pass me to retentions (?) when I said I wished to change the tariff to include more mobile data.
I then spoke to a very helpful (not) retentions adviser who told me that Virgin do not have to advise their customers who these 3rd party text message company are and in not so many words told me its fine if I wanted to go ahead and cancel all my services with Virgin ( I have broadband and telephone as well as a couple of mobile contracts) then back tracked and said he did not say those words! No he didn't say 'those words' That was a summary of what he did say!
He continually spoke over the top of me which I told him I found very rude, he then went on to say that calls are recorded and at this point I asked for an address to write to to complain about the premium text messages which I refuse to pay for (I have complained to PhonePayPlus who cannot tell me who they belong to either). Not the best customer service experience for someone who has been a customer in my own right since 2009 and also before that when Virgin was NTL and previously Cable-tel
I have worked in customer service for many years and this is not the way to deal with a frustrated, angry customer
Khenryashley, Bad luck, we have just been stung for £230 across two phones with Premium Text and Premium Calls we have not made or received. Still trying to sort things out as we only have spotted it today but I have a distraught daughter with a £109 bill. These were multiple text numbers but the main culprit was the Premium Calls 09116130202, apparently 7 calls at £26 per call over a short period. 4 when we were sat watching TV last night. I have tracked the calls down to Vienna. The Virgin guy was friendly today but totally useless. The only reason why they stopped was that it reached the £100 limit on both phones.
...When I send STOPALL to that number I get a message back telling me 'You currently have EE Adult Barring turned on for access to 18+ services. If you wish to turn this off please call the customer care number'
Why has nobody paid attention to this part?
If the OP is unable to text a stop message to this number because of the adult barring being on, surely it means the OP was unable to sign up for the premium "service" in the first place?