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rob2008
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WHAT A BUNCH OF CROOKS

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.

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Superuser
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Message 13 of 14
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Re: WHAT A BUNCH OF CROOKS


rob2008 wrote:

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:

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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.

 

AlexKid :-)

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Superuser
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Message 2 of 14
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Re: WHAT A BUNCH OF CROOKS

Hi rob2008,

what number did you call on?

789 to Virgin Mobile customer services is FREE from a Virgin mobile.

AlexKid :-)

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rob2008
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Re: WHAT A BUNCH OF CROOKS

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).
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Community Lead
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Re: WHAT A BUNCH OF CROOKS

Hi @rob2008

Could you please let us know the number so we can look into this for you?
As AlexKid says, its free to call us on 789.

James


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rob2008
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Re: WHAT A BUNCH OF CROOKS

08456000225

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bromham
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Re: WHAT A BUNCH OF CROOKS

The Consumer Contracts Regulations 2013 makes it unlawful for a supplier to advertise an 0845 number for post-contract customer service.

Can you clarify where you found this number?  If it was published as a customer contact number, VM have (by law) to refund the call cost.

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rob2008
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Re: WHAT A BUNCH OF CROOKS

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).

 

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Forum Team (Retired) Mat_H
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Re: WHAT A BUNCH OF CROOKS

We're sorry to lose you as customer rob2008 Smiley Sad

 

We would love to have you back with us in the not too distant future.

 

Let me know if you have any further questions.


Thanks,

Mat


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Toony
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Re: WHAT A BUNCH OF CROOKS

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!

Not impressed at all....

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Superuser
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Re: WHAT A BUNCH OF CROOKS


Toony wrote:

 

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!

Not impressed at all....


Hi Toony,

 

where did you get that 0845 number from?

The free to call 789 number is widely advertised as Virgin Mobile's primary contact number.

Alternatively 150 from a Virgin landline and ask for mobile or 0345 6000 789 from any other phone (standard rate call).

 

AlexKid :-)

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