Just got my bill. £5.57 for a call TO VIRGIN MEDIA for the purpose of offering them the opportunity to retain me as a customer as I'd found a better deal (£7.50 for 2GB data and far more minutes/sms than I need).
They did address that but they charged me £5.57 to make the call so guess who's about to switch to a different provider.
Disappointing that 6 months after my original posting VM have still not fixed the underlying problem just a cop out of: you should have known the "widely advertised" 789 number.
So widely advertised that when looking for the relevant number on the web site we stumble upon the 0845 alternative. A good place to "advertise" 789 would be on the same page of the web site - something like "08456000225 (£££ per call) current VM customers should call free on 789" - but that seems to imply they want to charge pre-sales callers £££ which is an odd stance - so just who are they targeting with the 0845?
where are you looking to find this 0845 6000 225 number?
I've had a look around numerous pages on their website and I can't see it anywhere.
The most predominantly displayed number on their main store page is a Freephone 0800 one:
Elsewhere the most often one given is 0345 6000 789 (standard call rate).
If you can provide a link to the page on Virgins site where you are seeing this 0845 6000 225 number perhaps they would be happy to amend it.
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I didn't know that number so I used a number I'd found on the VM web site. I think you'll agree publishing a chargeable number for customers or potential customers to call suggests they don't really care about getting anyone's business. Sure you can say my own fault for not recognising 0845 meant £££ but the numbering system has become so confusing that I just assume any reputable company soliciting business isn't going to be stupid enough to charge callers. Anyway I'm just checking alternatives, the one that made me query VM in the first place is TalkMobile (2GB, 1000mins, 5000sms for £7.50) - compare with VM (250MB, 250mins, unlimited SMS £5), I'm just looking around before going there as I need far less voice/text and realistically 1GB of data is probably plenty, I've been managing on 250MB by being careful).
Don't know exactly where I found it but I started looking by logging in to my VM account, the most charitable thing I can say is that the website navigation is garbage as it took me a while to find any contact number (never mind that it was a "let's exploit the caller" number).
Anyway its immaterial now, I don't believe in second chances, I've got the PAC and signed up with another provider (& with a better deal).
Sorry to resurrect an old topic, but I have just had the same problem. I have been a VM Customer back when it was NTL I had my TV< Home Phone, Broadband and Mobile with them. My wife and I were perfectly happy with our Blackberry Phone, at the beginning of evry month a day would be spent on the phone to Tech Services trying to get BIS back.
Finally I took the hint and upgraded to Samsungs, I went over my Data in the first month through setting it up and playing around with it etc What annoyed me was I did all this whilst at home and over my home WiFi. A call to VM and I was informed that I should turn off my Data and just use WiFi when at home because the phone uses your Data first!!!!!!
So not only do I get charged for going over my Data Allowance unknowingly I was charged £6 for the call as on my Mobile Bill it has 08456000225 as the number I called.
Because of TV issues I have dumped my TV Service with VM at this rate I will be jumping ship totally after many years of being a Customer!