150 Support Number when on Fibre change

[Borg2657]

When the changeover to Fibre goes ahead, I have an issue that I will then be charged to report an issue when my fibre is not working!

So Scenario is "Virgin Broadband is down" but I cannot report it using 150 because of the move to fibre (VOIP). So I am forced to use the 0345 number to report a "Virgin" fault and get charged for the privilege.

Interested in the answer you can give about this free service that is being removed from "All" Virgin customers.

[Ilyas_Y]

Hey @Borg2657, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

Thank you for your query regarding the new VOIP phone line.
Should an outage happen with the broadband / landline which leaves you in a position where you can't ring, there are a few options.
You can use the service checker on: https://virg.in/servicechecker and it will report a fault. I have left the link there so that you can use it should you ever need it.
Alternatively you can report a fault on: https://virg.in/myvmapp. 
You can also ring us on 0345 454 1111, and our team will assist, majority of providers do not charge for this number.
As well as that, if you have opted for an EBUL (emergency back up line), this can be done so you can make calls to emergency services / provider during an outage.

Kind regards.

[Borg2657]

Hello IIyas

Thank you for your reply.

Both of your suggestions would need me to have an Internet connection! As the reason I would need to report something would because the Internet is not working or another network related issue.

So Virgin are relying on the fact I have a mobile phone to have access to the Internet. 0345 numbers are charged at the local rate, so I would incur a cost to report an issue. This is not an ideal situation, equally the suggestion that removal off this system and the possible extra features are being given an no extra cost. Virgin will be saving money on not having to support Copper but I see no change to my bills.

I fully understand VOIP and the features it can hold but they in the instances I provide will mean extra costs to me. Especially others I help who have care lines and requirements to dial emergency services. Some who do not live in the Tech Age and do not understand the complexities of what is required.

Chris

[Ilyas_Y]

Thank you for the reply @Borg2657, I do understand the query brought forward and thank you bringing this to our attention.

0345 numbers are classed as 0800 numbers or they are being treated as them.
They are inclusive to the majority of plans and tariffs by providers, you would have to check with your provider for more information regarding that.
As mentioned, we do have the option for EBUL - an emergency back up line, which is a back up line that is activated when the initial line goes down in the event of a fault.

Kind regards.

[Borg2657]

Here is what my mobile provider says

There are a few things to keep in mind when calling 0345 numbers on Vodafone. First, calls to 0345 numbers will use up your inclusive minutes if you have a pay monthly plan. If you have a pay as you go plan, calls to 0345 numbers will cost 35p per minute.

Being that it takes a while to take to speak to anyone on Virgin. It will cost about £7 (20 minutes) or use up my data allowance in the case above! A cost whatever way I try to report a failure on Virgin's network.

Really not happy about this change to the service.

[Ilyas_Y]

That would be the case if you didn't have en EBUL active, if you need one active then we can place that in for you.
However, the reason for this change is by our regulators, OFCOM, you can find more information about the VOIP changes here.

This change is not only national, but international.

Kind regards.

[goslow]

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@Ilyas_Y wrote:

That would be the case if you didn't have en EBUL active, if you need one active then we can place that in for you.
However, the reason for this change is by our regulators, OFCOM, you can find more information about the VOIP changes here.

This change is not only national, but international.

Kind regards.

---

The EBUL allows calls to be made to the 999 emergency number only.

Are VM changing this to allow calls to VM as well for free?

[Ilyas_Y]

No so EBUL will not be active for calls to VM, just emergency services, I do apologise if I hadn't made that clear.
EBUL is there in case of an emergency and an outage to ring the emergency services but not the service provider.

Kind regards.

[goslow]

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@Ilyas_Y wrote:

No so EBUL will not be active for calls to VM, just emergency services, I do apologise if I hadn't made that clear.
EBUL is there in case of an emergency and an outage to ring the emergency services but not the service provider.

Kind regards.

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Thanks for clarifying. In which case Borg2657 does have a very valid point that the absence of a freephone alternative for some customers using 21CV is going to be quite an expensive problem when they need to contact VM in some circumstances.

[Ilyas_Y]

Hey @goslow, thanks for reaching out to us.

I understand the point made by @Borg2567, and I do understand where the customer is coming from, certainly in that situation would have some struggle, which is why we have various methods of contact which can be found here. 

Kind regards.