Virgin Media Community

[lordwoody]

Just got my Virgin bill which includes Broadband and home phone, just noticed it's higher than usual this month, after checking I notice I've been charged £11.08 for phone usage, this is because I called 1471 as I missed an incoming call and then rang back, using 1471 and pressing 3, and was on the line for 2 hours. What a complete rip off, just for calling a number back. I hope to be leaving Virgin soon, won't come soon enough. I've been with Virgin for about 20 years, must have paid them £1000's, now I feel completely ripped off. It may not be a lot extra on my bill but it's the principle.

[BenMcr · Accepted solution]

What number did you call back?

There is a 19.2p fee for using the 1471 call return service, but that's it. The call itself using 1471 should cost no more that it would direct dialling the same number.

[lordwoody]

It was a local call, using the same Ipswich code as mine.

I have since rung customer support who tells me it was an international call ( it wasn't, it shows clearly on my details as a local call to my brother-in-law) and that because it went over 59 minutes I've been charged for it, so £11 (including VAT ) for a 70 odd minutes local call. Thanks Virgin.

[lordwoody]

I'd also like to add that, after leaving me on hold so he could investigate further the customer support guy cut me off after about 5 minutes. 

[lordwoody]

I note this has been marked as if solved, which it hasn't been at all.

[TheReloaded]

You most likely got charged for pressing 3 to call back. Some companies such as Virgin Media, BT, Sky and TalkTalk charge for returning a call from 1471.

[lordwoody]

"You most likely got charged for pressing 3 to call back."

£11 for a local call?

[wez]

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@lordwoody wrote:

"You most likely got charged for pressing 3 to call back."

£11 for a local call?

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At around 70 plus minutes yes - BT and Sky do the same, and I'm sure the others probably do as well.

By pressing 3 you essentially bypass the normal services and pay for each call.

[Jodi_S]

Hi lordwoody

Thanks for posting.

Calling 1471 is free as this number lets you know the last number who has called your landline, however when you call 14713 to reconnect the call this is when you are charged.

You stated you were on the call for 2 hours so you will be charged for this.

In the future we would recommend calling the person back directly, and if you have any calls plan for example (Talk unlimited 24) any local numbers call will be included in this plan. Please be mindful that you only get the first 59 minutes included once you reach this, you will then need to hang up and redial the number for another 59 minutes.

As you have taken the option to dial 14713 and reconnect the call the charges will be valid. You can check here for all our current call charges.

Kind regards Jodi.

[nodrogd]

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@lordwoody wrote:

I note this has been marked as if solved, which it hasn't been at all.

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Only you can mark this as solved. You can also remove it, by taking out the “Helpfull answer” tag.