I might be wrong, but I think that the 151 call from the virgin phone will still be free, but to ring it from another network, as you would do if your virgin phone went down, would have these new costs applied.

Having recently had to use the Telewest / Virgin help, and the the subsequent complaint to a customer service rep based over here, it would appear that the broadband tech help is being outsourced to IBM who have sent it to the home of the chicken korma to a bunch of script readers and button pushers who "understand" but then insist on you rephrasing the problem to match their script.

I had a problem with my modem, and it took about 10 mins to explain to the guy and get him to realise what lights were / not flashing, and the fact that I had already done all the usual config/ reboot/ power off option.
He then arranged for an engineer to call for 3 days later. It sorted itself out later. Cancelled the engineer with another script reader, only to get a call while I was out from an english girl to say the engineer was outside waiting to fix my modem.

Customer service now sucks.

AND ONCE AGAIN RICHARD B.......WHERE'S MY 20Mb SERVICE THAT I WAS PROMISED?

I've just phoned 150 and they say the charges apply to broadband only, tv queries etc are still 150, but how long will that last? The broadband charges are extortionate.

christopher wrote on Jun 25^th, 2007 at 4:50pm:
You will no longer be able to do that apparently.  All other departments within VM have been told not to transfer any bb related calls through and insist customers ring their new 0906 number.  It's been rumoured that other VM departments don't even know the number themselves which if that is true then that means bb tech support have (or will) change their geographical numbers as well to prevent staff been pressured into transferring call to bb tech support.

I doubt VM would do this as the cost would be significant but if they have (or do) then I believe that shows how bad c/s, tech support and VM in general have gotten lately.

To add to this .

I contacted VM Customer Service and they have agreed to send me a letter stating that the only way to contact Virgin Broadband is 0906 212 11 11 . There is no other number .

At present , the 151 number is still free and will connect you to all other departments .

nutellajunkie wrote on Jul 31^st, 2007 at 3:49pm:

What happens if you have 09 calls barred on your line?

The 0906 number is the only number for Broadband Support.  The other departments will not give out any other number and will not transfer calls.  If premium rate numbers are blocked then you are totally stuffed (their customer care term, not mine).

There are two options to keep the cost down:
First, the helpline will refund the cost of the call if the fault is theirs and you have a VM phone line.
Second, if you give them a number they will call you back.

I do not have a VM phone, having dumped phone and TV recently, so they have promised (!) to deduct the cost from the line rental.

I agree that the "technical" help is useless.  I work in the industry so I understand a bit.  I read the event log from the modem to the guy on the other end and explained that the network (server) was blocking the modem.  the response: "turn off the modem, router and PC....".  On the third call they agreed to send an engineer, but not for 4 days.  On the fourth call I talked the guy through which server was playing up and he cured the problem 30 seconds later.

Total duration 12 hours, with 75 minutes on the premium rate service.

Line speed (on XL) varies between 30MB (midnight) and 350KB (5pm), mostly around 5-10MB.