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procrastinator
Tuning in
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Message 11 of 19
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Re: Charged £14 to call customer service about a service interruption?

If your internet is down, how would you access their website for a number?

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chenks
Community elder
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Message 12 of 19
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Re: Charged £14 to call customer service about a service interruption?

one would assume most people have a mobile phone with internet access.
seems like you are looking for a reasons now for why you dialed the wrong number.

the 0800 and 0345 numbers are plastered all over the virgin website, and are the top results if you google too.

you dialled the wrong number, you made a mistake. stop looking to blame others for the mistake you made.
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jbrennand
Alessandro Volta
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Message 13 of 19
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Re: Charged £14 to call customer service about a service interruption?


@procrastinator wrote:

If your internet is down, how would you access their website for a number?


Call directory enquiries (or one of their modern equivalents 118118?) and ask them for the correct number.


--------------------
John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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teabag
Superstar
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Message 14 of 19
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Re: Charged £14 to call customer service about a service interruption?

 


@jbrennand wrote:

@procrastinator wrote:

If your internet is down, how would you access their website for a number?


Call directory enquiries (or one of their modern equivalents 118118?) and ask them for the correct number.


 

I would not ring 118118 or similar, only if you'll like hefty charges for that call and then they may give you the 0845 number. lol

If you have Virgin Landline, you can call Virgin's directory 118180 up to 10 times a day free 🙂

---------------------------------------------------------------
BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Roger_Gooner
Superstar
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Message 15 of 19
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Re: Charged £14 to call customer service about a service interruption?

Number beginning 084 have a service charge going to the called organisation, so VM makes money from these calls.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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chenks
Community elder
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Message 16 of 19
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Re: Charged £14 to call customer service about a service interruption?


@Roger_Gooner wrote:

Number beginning 084 have a service charge going to the called organisation, so VM makes money from these calls.


no one is denying that, but the 084 number isn't published as the contact number, so anyone that does call if more fool them.

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Roger_Gooner
Superstar
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Message 17 of 19
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Re: Charged £14 to call customer service about a service interruption?

The 0845 number was published so some people stored it in their phones. Why would it be foolish for them to call the number? If VM wanted to be helpful the number could have been terminated years ago.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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chenks
Community elder
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Message 18 of 19
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Re: Charged £14 to call customer service about a service interruption?

so if they terminated it and those customers who had it stored called and got a dead tone, then they would complain that the number they had no longer works.

no win situation.
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bromham
Fibre optic
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Message 19 of 19
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Re: Charged £14 to call customer service about a service interruption?

The law on this matter is The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.  Regulation 41 says:

Help-line charges over basic rate

41.—(1) Where a trader operates a telephone line for the purpose of consumers contacting the trader
by telephone in relation to contracts entered into with the trader, a consumer contacting the trader
must not be bound to pay more than the basic rate. (2) If in those circumstances a consumer who contacts a trader in relation to a contract is bound to
pay more than the basic rate, the contract is to be treated as providing for the trader to pay to the
consumer any amount by which the charge paid by the consumer for the call is more than the basic rate.

It would perhaps have been better if the words "be bound to" had been omitted.  If that had been done, the situation would be clear: anyone who calls the 0845 number by mistake would be entitled to claim the cost back from Virgin Media.  However, nothing in the law prevents a trader from operating an 0845 number for customer service *in addition* to a standard-rate number.  In that case, the customer isn't "bound" to pay more than the basic rate but chooses to do so (albeit by mistake).

Still, it's clearly against the spirit of the law for VM to continue to operate an 0845 number for this purpose.

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