Charges for over 60 mins Talk More Anytime

[FrugalMcdougal]

I'm starting to dislike Virgin media, just got my Bill for April including extra charges for going over 60 minutes.

Called 03454541111, got through and spoke to one of your CS team, put on hold then was cut off.

Just been charged extra £7 for one local call, have googled since, and apparently 60 mins is maximum as fair usage.

So I now have to explain to my 77 year old father that when he was on the phone, upset and in tears that my Mum was going into a care home forever after 55 years of marriage that because he didn't hang up after 59 minutes and start again Virgin have charged him extra money.

Very Very Very POOR

[Paul_DN]

Hi FrugalMcdougal,

Thank you for reaching out to us in our community, I am sorry to hear your mum has to go in care and that you weren't aware of the 59 Minute rule, this is the same with all providers, you can find out more around our call plans here

.

Kind regards

Paul.

[jb66]

This charge isn't unique to Virgin and is common in the industry

[FrugalMcdougal]

Hi 

I accept it is a bad time for me and thank you for your acknowledgement of this.

I would like to know , industry standard or not, how can Virgin send a complimentary mobile sim card UNLIMITED for data, calls and text, free gratis and then charge for landline calls over 60 mins.

Are mobile calls cheaper than landline calls ? If so than can you explain why it costs more on a landline? How is the parity of services maintained?

Maybe it is time for the industry to change.

Kind Regards

[Anonymous]

you should have used 150 and it would have been free

[FrugalMcdougal]

Hi apcyberax

Thanks for your response.

To be clear, The extra cost was to a local number not customer services, customer services cut me off whilst I was trying to find out what the charge was for before I googled and realized myself.

[Zak_M]

Thank you for coming back to us @FrugalMcdougal 

As mentioned before these are standard charges for the industry and not something that is exclusive to us.  We are sorry for the inconvenience that this has caused.

Kind regards,

Zak_M

[Anonymous]

oh in that case. nothing you can do. the 60 minute limit is in the call costs and T&C of hte contract.
Many people don't read what they are agreeing to and then get upset when somehting happens that was agreed.

I'd recommend taking a look at the legal stuff for phone at the bottom of https://www.virginmedia.com/shop/phone
and the T&C at https://www.virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services#phone

https://www.virginmedia.com/content/dam/virginmedia/dotcom/images/mobile-browse/downloads/010420_Eve...