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deva2005
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What is acceptable use policy???

Hi all!!

Hope everyone is keeping well?

We have Talk More International Anytime as part of our package and just got a shock!

On checking the bill, it seems that we have been charged for calling a country which should be included - it was a 124 min call to a landline....

...so my question is, does anyone know why we would have been charged as we have previously been on the Talk anytime 800 and moved to this in January and have NEVER been previously charged.....is this Virgin Media exercising some 'usage' clause? ??

We have been with VM for over ten years now and in the past two/three years have had nothing but problems, errors and a complete mess up of the broadband and phone services. ..

...seriously considering why we stay to get wound up and messed about so much

So, if anyone has any ideas about their 'subtle' additional charge, I would be interested to hear 

Take care all

David

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Anonymous
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Re: What is acceptable use policy???

only the first 60 minutes are included its part of the T&C
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deva2005
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Re: What is acceptable use policy???

So you need to ring off and recall again???

That is really underhand...when we have Talk 800, in TEN years we never had that and sometimes my wife would be calling home and be 2-3 hours and we were never charged.

They are turning into a bunch of shiesters they really are.

Going to complain tomorrow as we were never told about this 

They seem to 'love' their long standing customers. ..

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Anonymous
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Re: What is acceptable use policy???

correct you need to redial.
It was in the T&C you agreed to as part of the contact. You can't really complain that you didn't read them
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Anonymous
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Re: What is acceptable use policy???

Have a read before you complain 

 

https://www.virginmedia.com/shop/phone

Phone
Talk Weekends: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), Virgin Mobile numbers and 0870 numbers starting within the weekend (all day Saturday and Sunday) periods. Excludes indirect access, dial-up internet, 0845, other non-geographic numbers, 070 personal numbering, and 076 paging charge-bands. Re-dial before 60 minutes to avoid call charges. Calls over 60 minutes will be charged at standard rates, except for calls to mobiles which will be charged at 5p a minute. Charges apply outside of inclusive minutes. Fair usage policy applies. Inclusive 0870 numbers subject to limit of 1000 minutes or 150 calls per rolling 30 day period. Full details of call charges/connection fees set out in our Tariff Guide at virginmedia.com/callcosts.

Talk More Weekends: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), UK mobile numbers, 0870 and 0845 numbers starting within the weekend (all day Saturday and Sunday) periods. Excludes indirect access, dial-up internet, other non-geographic numbers, 070 personal numbering, and 076 paging charge-bands. Re-dial before 60 minutes to avoid call charges. Calls over 60 minutes will be charged at standard rates, except for calls to mobiles which will be charged at 5p a minute. Charges apply outside of inclusive minute. Fair usage policy applies. Inclusive 0870 and 0845 numbers subject to a limit of 1000 minutes or 150 calls per rolling 30 day period. Full details of call charges/connection fees set out in our Tariff Guide at virginmedia.com/callcosts.

Talk More Evenings & Weekends: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), UK mobile numbers, 0870 and 0845 numbers starting within the evening (7pm to 7am) and weekend (all day Saturday and Sunday) periods. Excludes indirect access, dial-up internet, other non-geographic numbers, 070 personal numbering, and 076 paging charge-bands. Re-dial before 60 minutes to avoid call charges. Calls over 60 minutes will be charged at standard rates, except for calls to mobiles which will be charged at 5p a minute. Charges apply outside of inclusive minutes Fair usage policy applies. 0870 and 0845 numbers subject to a shared limit of 1000 minutes or 150 calls per rolling 30 day period. Full details of call charges/connection fees set out in our Tariff Guide at virginmedia.com/callcosts.

Talk More Anytime: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), UK mobile numbers, 0870 and 0845 numbers. Excludes indirect access, dial-up internet, other non-geographic numbers, 070 personal numbering, and 076 paging charge-bands. Re-dial before 60 minutes to avoid call charges. Calls over 60 minutes will be charged at standard rates, except for calls to mobiles which will be charged at 5p a minute. Charges apply outside of inclusive minutes fair usage policy applies. 0870 and 0845 numbers subject to a shared limit of 1000 minutes or 150 calls per rolling 30 day period. Full details of call charges/connection fees set out in our Tariff Guide at virginmedia.com/callcosts.

Talk More International Anytime: Zero-rated tariff applies to the first hour of direct-dialled UK local and national geographic voice calls only (numbers beginning 01, 02 and 03), UK mobile numbers, 0845 and 0870, and other numbers beginning with 08, and calls to geographic landline numbers in 50 international destinations as follows – Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy (including Vatican City), Japan, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Peru, Poland, Portugal, Romania, Singapore, Slovak Republic, Slovenia, South Africa, Spain, Sweden, Switzerland, Thailand, Turkey, USA and Venezuela. Excludes indirect access, dial-up internet, other non-geographic numbers, 070 personal numbering, and 076 paging charge-bands. UK mobiles consist of numbers routed through the UK by a UK mobile operator. Mobile numbers routed outside the UK will incur a charge. Re-dial before 60 minutes to avoid call charges. Calls over 60 minutes will be charged at standard rates, except for calls to mobiles which will be charged at 5p a minute. Charges apply outside of inclusive minutes fair usage policy applies. 08 numbers subject to a limit of 1000 minutes or 150 calls per rolling 30-day period. Full details of call charges/connection fees set out in our Tariff Guide at virginmedia.com/callcosts.

Call costs: For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary. You should check with your network operator for rates.

Phone line rental: Line rental is currently £19 a month.

Line Rental Saver: Is no longer available to new customers and existing customers renewing their existing Line Rental Saver. Existing Line Rental Saver customers are unaffected by the withdrawal of this product but will not be able to renew their Line Rental Saver.

Calls to Mobile numbers: Unlimited calls to Mobile numbers in the UK are included if mobile numbers have been active in the previous 90 days (i.e. a chargeable call, text or data session has been made). Call categories are aligned with your home phone Talk Plan. Re-dial before 60 minutes to avoid call charges. Fair usage policy applies.

Zero-rated tariff: Zero-rated tariff applies to the first hour of direct-dialled calls to numbers that are inclusive within your chosen Talk Plan starting within the relevant period. You will be charged for calls lasting longer than 60 minutes. Charges apply outside of inclusive minutes. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts.

Talk Mobile £2: Available as an add-on with Talk Weekends, Talk More Weekends and Talk More Evenings and Weekends. Talk Mobile telephone tariffs apply for those customers paying the additional Talk Mobile £2 monthly subscription. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts. All calls are subject to a call connection fee of 19p. Discounted and inclusive mobile calls are to all UK mobiles, excluding other services beginning with 07, such as personal numbering, Mobile WiFi or paging services etc. You must keep your Talk Mobile package for at least 30 days. Further terms and conditions apply, see virginmedia.com for details.

Ϫ Talk International £2: Available as an add-on with a Virgin Talk Plan except Talk More International Anytime or certain older Talk Plans. Talk International £2 call charges apply for those customers paying the additional Talk International £2 monthly subscription. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts. Where there is no call charge specified the landline charge will apply. All calls are subject to a call connection fee of 19p. You must keep your Talk International £2 package for at least 30 days. Further terms and conditions apply, see virginmedia.com for details.

Ϫ Talk Extra International: Available as an add-on with selected Virgin Talk plans (excludes Talk More International Anytime and certain older Talk Plans). You must give 30 days’ notice to cancel. Zero-rated tariff applies to the first hour of direct-dialled calls to 50 international geographic landline destinations as follows – Australia, Austria, Belgium, Canada, China, Cyprus, Denmark, France, Germany, Greece, Hong Kong, Hungary, India, Ireland, Israel, Italy (including Vatican City), Japan, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Thailand, USA, Turkey, Morocco, Lithuania, Croatia, Argentina, Peru, Chile, Gibraltar, Slovenia, Estonia, South Africa, Romania, Czech Republic, Brazil, Bulgaria, Slovak Republic, Mexico, Malta, Venezuela, Iceland (also includes calls to mobiles in China, India, Singapore, Thailand, Norway, Poland, Portugal, Spain, Belgium, Sweden, Germany, Australia, Cyprus, Denmark, Greece, Luxembourg South Africa, Romania, Czech Republic, Brazil, Bulgaria, Slovak Republic, Mexico, Malta, Venezuela, Iceland). Excludes indirect access, dial-up internet, non-geographic numbers and special calls. Fair usage policy applies. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts.

Ϫ Talk Extra 100: Available as an add-on with Virgin Talk Plans except Talk More International Anytime, Talk More Anytime and certain older Talk Plans. Provides 100 inclusive anytime minutes of calls per rolling 30 day period to direct-dialled UK local and national geographic voice calls only (numbers beginning 01, 02 and 03), UK mobile numbers, 0870 and 0845 numbers. Excludes indirect access, dial-up internet, other non-geographic numbers, 070 personal numbering, and 076 paging charge-bands. Charges apply outside of inclusive minutes. Fair usage policy applies. Inclusive 0870 numbers subject to limit of 1000 minutes or 150 calls per rolling 30-day period. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts.

Ϫ Talk Extra 200: Available as an add-on with Virgin Talk plans except Talk More International Anytime, Talk More Anytime and certain older Talk Plans. Provides 200 inclusive anytime minutes per rolling 30-day period to direct-dialled UK local and national geographic voice calls only (numbers beginning 01, 02 and 03), UK mobile numbers, 0870 and 0845 numbers. Excludes indirect access, dial-up internet, other non-geographic numbers, 070 personal numbering, and 076 paging charge-bands. Charges apply outside of inclusive minutes. You must give 30 days’ notice to cancel. Fair usage policy applies. Inclusive 0870 numbers subject to limit of 1000 minutes or 150 calls per rolling 30 day period. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts.

Ϫ Talk Polish Impreza: Available only to Virgin TV customers with selected Virgin Phone Talk Plans and must be taken with Polish Impreza TV pack. If you cancel Polish Impreza TV pack, this will also cancel your Talk Polish Impreza service. Provides 500 inclusive anytime minutes of calls per rolling 30-day period to Polish and German geographic landlines and mobiles. Excludes indirect access, dial-up internet, non-geographic numbers and special calls. Charges apply outside of inclusive minutes. Fair usage policy applies. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts.

Ϫ Talk French Bouquet: Available only to Virgin TV customers with selected Virgin Phone Talk Plans and must be taken with French Bouquet TV pack. If you cancel French Bouquet TV pack, your Talk French Bouquet service will also cancel. Provides 300 inclusive anytime minutes of calls per rolling 30 day period to French geographic landlines and mobiles. Excludes indirect access, dial-up internet, non-geographic numbers, special calls and 00338 numbers. Charges apply outside of inclusive minutes. Fair usage policy applies. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts.

Inclusive calls to Virgin Media National Directory Enquires (118 180): Only includes calls to 118 180 from your home phone; charges apply for calls to 118180 from your mobile phone or other operators. Excludes all third party directory enquiry services. Fair usage policy applies with a maximum of 10 calls per day. You are responsible for making sure that you do not exceed this allowance. If you do exceed the allowance, we reserve the right (at our sole discretion) to charge you for the call (30p per call). Onward connection restrictions apply.

Number transfer: Number transfer subject to availability. Where you have requested to keep your existing phone number, if your number has not been ported over within 24 hours of the activation date, you might be entitled to compensation. To find out more, just get in touch with our team on 150 for free from your Virgin Media phone or 0345 454 1111 from another line. For details about how much it costs to call our team, view our calling costs page.

∆ Inclusive calls to landlines: Your inclusive landline calls are to UK numbers beginning 01, 02 and 03.

Last Number Recall: Where a charge applies for using 1471 the cost is 19.2p, plus the standard call connection and pence-per-minute rates. You will hear an announcement when you dial 1471 if this charge applies. Full details of call charges and connection fees are set out in our Tariff Guide, which can be viewed at: virginmedia.com/callcosts.

Ring Back When Free: Availability depends on area. Customers in some areas may also incur a charge of 35p per use.

Caller Display: Availability depends on area.

Call features: Availability depends on area – see our PDF Tariff Guide on virginmedia.com/callcosts for details.

Price disclaimer: Prices may change at any time during your contract. Whilst every effort is taken to ensure that current prices are accurately reflected in all literature, including this website, occasionally discrepancies may occur. In the event of conflicting pricing information, our Tariff Guide, which you can view at virginmedia.com/callcosts (or by requesting a copy) takes precedence.

Please note standard charges apply, please check with your network operator for rates.

For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

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deva2005
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Re: What is acceptable use policy???

Thanks a lot...stoll going to have ca go as this was never the case before when we used to have Talk 800 and it would have been only decent of them to point this out as a warning rather than expecting all small print to have to be read. 

Thanks again for your help

Take care

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John_GS
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Re: What is acceptable use policy???

Hi deva2005

 

Thanks for posting and apologies for the higher than normal bill. As the community have pointed out it does state this in our terms and conditions about call lengths and how to avoid being charged. On this basis I am sorry to advise the charges would be valid and stand.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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SCA1972
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Re: What is acceptable use policy???


@deva2005 wrote:

So you need to ring off and recall again???

That is really underhand...when we have Talk 800, in TEN years we never had that and sometimes my wife would be calling home and be 2-3 hours and we were never charged.

They are turning into a bunch of shiesters they really are.

Going to complain tomorrow as we were never told about this 

They seem to 'love' their long standing customers. ..


As far as I know, the 60 minutes of free time is the same with all UK landline providers and always has been. If you haven’t been charged before you were lucky and I think you will struggle to find an alternative provider that gives you what you want.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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