Virgin Media have started to charge 25p per minute for call centres - HotUKDeals
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Virgin Media have started to charge 25p per minute for call centres

£0.00 @ Virgin Media
We found this quite appalling but I would like your opinion on this as well. We were shocked to hear Virgins stance regarding experiencing broadband problems all week, so we decided to call the sta…
realfriendlyman Avatar
9y, 6m agoPosted 9 years, 6 months ago
We found this quite appalling but I would like your opinion on this as well.

We were shocked to hear Virgins stance regarding experiencing broadband problems all week, so we decided to call the standard free number of 150 only to hear an automated message stating that calls for broadband problems will now incurr a charge of 25p per minute, which is terrible especially considering this can sometimes be an extremely long call.

We then called Virgin Media and they informed us that they've now introduced this meassure to reduce call waiting times but surely this is a smack in the face to all those people who stuck by them during the problems they've had regarding Sky.

What the call didn't mention is you'll receive a refund of the call charges if they find the problem was of there own fault but I don't know what they would deem to be of there own doing to classify it of that.

We then called the broadband section again and then the call kept getting rejected, which apparantly a new meassure in order to avoid wasting 25p per minute on the call but you have to keep calling back until an agent is available, which we did for about 20 minutes and then gave up.

This is just a heads up for anyone on Virgin Broadband and to let people know they can receive a refund for the new charges but they may want to call the free number to findout if you may be entitled to the refund if you call the new expensive callcentre rates.

What does everyone think of this?
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realfriendlyman Avatar
9y, 6m agoPosted 9 years, 6 months ago
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#1
cant you just dial 150 ??
#2
Its total **** that we get this charge when i bet Virgin will always make out its the fault of our equipment and not their end. Anyway it all helps towards Richard Branson's charity giveaways (ie the McCanns legal fund)....:x
#3
zeus9876
cant you just dial 150 ??


Nope, they can't put you through and they have no expert knowledge.

Apparantly this meassure was brought in to minimise call waiting times if you're experiencing difficulty with your connection but I think it's just a way to make some extra money to pay for the callcentres.
#4
marshallka
Its total **** that we get this charge when i bet Virgin will always make out its the fault of our equipment and not their end. Anyway it all helps towards Richard Branson's charity giveaways (ie the McCanns legal fund)....:x


Exactly, we were thinking they'd just end up blaming the wireless router for the connection problems anyway and just give us an empty appology but they're just following orders.
#5
I had the pleasure of ringing them the other night and I was told to ring the sales line and get a seperate BB and TV box. :thumbsup:

Did that today and was informed I would have to pay £25 for the BB box as I was changing my package.... :x

After I refused to do that I was put through to faults and was asked if I knew the code in the corner :? of course I didn't so I was told there is nothing wrong with my unit and if it happens again, ring them on 151, as soon as it happens :w00t:

Getting mad with VM now....
#6
You can raise a ticket via their newsgroup.

virginmedia.support.broadband.cable.
#7
Yeah and they ignore you .
I have been in dispute with them over broadband and intermitent TV since the start of July. I have written phoned and e-mailed but have yet to receive a reply.
I have now written to advise I am stopping DD as they have broken the contract.
#8
Virgin media are the worst company ive ever dealt with, they lied to me, shouted at me, accused me of fraud, ripped me off, took money out of my bank when they shouldnt more than once. And the billing... well thats just another story altogether, they must use an abacus for each customer as every bill was way out, and there was definately no consistentancy. And for some bizare reason there was always about 30 quid still owing on each bill from the previous month.

In the end after about 6 months I told them to shove there contract where the sun didnt shine, and told them to sue me for it if they wanted the money. I havent heard from them since and doubt very much I will do, infact id love it if they did.
#9
Well I went ballistic with them last night :whistling: More later, when I calm down. :roll:
#10
Yup - really annoying!

We have had a few calls refunded though, so it does happen
#11
zeus9876
cant you just dial 150 ??


No.. all broaband calls are directed to 0906 number. Even their FREE 0800 number for status check doesnt work anyone.

Broadband @ home is dead since Monday and I'd to call this 0906 number. After all the initial warning about call costs, the problem was found to be with the BB modem (100% data loss) and Engineer has been arranged next week. Cost of the call was refunded but is there any way to claim compensation ? ;-)
#12
edi
No.. all broaband calls are directed to 0906 number. Even their FREE 0800 number for status check doesnt work anyone.

Broadband @ home is dead since Monday and I'd to call this 0906 number. After all the initial warning about call costs, the problem was found to be with the BB modem (100% data loss) and Engineer has been arranged next week. Cost of the call was refunded but is there any way to claim compensation ? ;-)


That's what I'm worried about, as we keep losing our connection every 10-15 minutes and reset the modem as a very short term temporary solution but I dropped the modem by accident around the time that this started happening (it dropped about 10" inches on to the floor).

If we call Virgin, I know the call will be quite long and we'll probably spend an hour trying to connect to them in the first place, only to then findout I've broken the modem and need to replace. :(

What kind of compensation are you looking to claim Edi and was the modem free from VM or a store bought one?
#13
realfriendlyman
...............reset the modem as a very short term temporary solution....


Thats an interesting point realfriendlyman; I've had to reset the modem twice or thrice in a day (when it was working) - swtiching off/on etc. Thought its a settings issue with my laptop.. may be this is a general problem with Virgin :roll:

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