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Pest
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Premium rate phone line for reporting a fault??

I had to call to report a fault on my broadband recently, 25-June-2020 and have just found I was billed £12.47 for the privilege! 

Is the Virgin fault line a premium rate number? I wasn't aware. And how can reporting a failure in the Virgin service be chargeable to the customer?

Any help or views appreciated.

 

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DJ_Shadow1966
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Re: Premium rate phone line for reporting a fault??

Hello

Which number did you call, VM don't use a premium rate number it is either 150 from a VM line or 0345 454 1111 from other phones / mobile.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Pest
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Re: Premium rate phone line for reporting a fault??

Hi, 

08454541111

I Googled the number and it seems like it's happen'd to others?

Cheers.

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spgray
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Re: Premium rate phone line for reporting a fault??

who gave you that number to call? as the number listed in virgins website is teh 0345 or 150 number.

virgin can't be blamed if you call a number that isn't advertised as being the number to call.


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My Broadband Ping - spgray

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Pest
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Re: Premium rate phone line for reporting a fault??

It's the contact phone number for 'Customer Care' I was given a while back. 

Because my Virgin Broadband was down I had to use the only number I had to report the fault. 

I've just looked it up and found it (and the 0845) sales line are premium. Nice. 

I'll use something else next time. 

 

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backtothefuture
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Re: Premium rate phone line for reporting a fault??

That was a number Virgin Media used to use.

 

Seems annoying that they still connect calls on that number instead of giving out a free of charge message of the new number.

 

For future reference there is a website called www.saynoto0870.com that you can enter numbers such as this and it will give you a standard or free number to call as an alternative.  The site has been on the go for years and works with all different types of numbers.

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newapollo
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Re: Premium rate phone line for reporting a fault??

Hi backtothefuture,

Agree, that's a great site that I've used over the years.

Most company's now use local rate/free numbers, however whenever I see a number such as 0843/0844/0845 I always check for an alternative, as I can never remember if they are chargeable on my plan.

As an aside, I used to work in a call centre, and advise customers to use that site for the "freephone number" if I knew they would need to call in more than once.

When they used it, the number still came through into the outsourced call centre, and bypassed the queue and the IVR system.

The company I worked for weren't paid for the call since it wasn't picked up by the IVR system and thus wasn't added to the call logs. 

I was often in trouble for giving out that site address 😜

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Lee_R
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Re: Premium rate phone line for reporting a fault??

Hi Pest

Please can I ask how long ago it was that a Virgin Media representative gave you the 0845 number?  As we've not actively advertised that number in years.

Regards

 

Lee_R

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Re: Premium rate phone line for reporting a fault??

Hi, 

 Not sure, I just had it stored in my phone contacts to use when needed. I've updated it now so no bother. 

Regards. 

 

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Lee_R
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Re: Premium rate phone line for reporting a fault??

That's great and thanks for coming on here to get an update.

Regards

 

Lee_R

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