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Virgin Media Virgin Mobile WRONG INFO (Read 23,314 times)
bazzerfewi
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Baz

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Virgin Media Virgin Mobile WRONG INFO
Aug 15th, 2015 at 3:38pm
 
As far as I was aware 03 numbers are included in call packages and are only chargeable if the allocated minutes are used. With this in mind I have been charged by Virgin Mobile for 03 numbers that are included in my call package. How can Virgin Mobile charge for 03 calls when they are part of the inclusive call package? I have been on the Ofcom web site and this states that 03 numbers are included in call packages. I have also been in contact with both Virgin Mobile and Virgin Media and both companies stated that not all 03 numbers are charged at the same rate. I have never heard anything so ridiculous how can a 03 number be charged at different rates. If anybody knows anything in regard to different charges for 03 numbers can you contact me please? I have pasted the virgin mobile info for your information

15 Aug 13:58      Text to another network      078602xxxxx      Yes      1      £0.00
15 Aug 13:58      Text to another network      078602xxxxx      Yes      1      £0.00
15 Aug 13:31      Picture message      075994xxxxx      No      1      £0.40
15 Aug 12:57      Text to another network      077515xxxxx      Yes      1      £0.00
15 Aug 12:50      Using the internet            Yes      38KB      £0.00
14 Aug 15:35      Call      03002003507      No      30m:34s      £12.23
14 Aug 15:32      Call      03002003507      No      2m:31s            £1.01
14 Aug 14:50      Call      03456060265      No      12m:53s      £1.71            14.95
14 Aug 14:28      Call      03458503322      Yes      19m:40s      £0.00
14 Aug 14:26      Call      03458503322      Yes      10m:15s      £0.00
14 Aug 14:12      Call      03453000168      Yes      11m:54s      £0.00
13 Aug 08:25      Text to another network      077889xxxxx      Yes      1      £0.00
13 Aug 08:22      Text to another network      077889xxxxx      Yes      1      £0.00
13 Aug 08:22      Text to another network      077889xxxxx      Yes      1      £0.00
13 Aug 08:18      Text to another network      079096xxxxx      Yes      1      £0.00
13 Aug 08:12      Text to another network      079096xxxxx      Yes      1      £0.00
13 Aug 08:12      Text to another network      079096xxxxx      Yes      1      £0.00
12 Aug 08:15      Text to another network      075994xxxxx      Yes      1      £0.00
12 Aug 08:15      Text to another network      075994xxxxx      Yes      1      £0.00
12 Aug 08:15      Text to another network      075994xxxxx      Yes      1      £0.00

I would like feedback on this please. Smiley Smiley


~Edited by bbb_uk: x full mobile number
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« Last Edit: Aug 16th, 2015 at 10:07am by bbb_uk »  
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bazzerfewi
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #1 - Aug 15th, 2015 at 4:07pm
 
14 Aug 15:35      Call      03002003507      No      30m:34s      £12.23
14 Aug 15:32      Call      03002003507      No      2m:31s      £1.01
14 Aug 14:50      Call      03456060265      No      12m:53s      £1.71
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Ian01
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #2 - Aug 15th, 2015 at 6:55pm
 

Have they given you a reason why they charged for these calls? They need to explain what, in their opinion, makes these 03 numbers different from other 03 numbers. As they are non-geographic numbers, there can be no geographic determination affecting either the inclusivity in allowances or the pricing.

These are non-geographic numbers and Ofcom's general conditions make no distinction between various 03 number ranges other than the fact that some are reserved for public services, charities and healthcare organisations while others are reserved for migration from the matching 084 or 087 numbers.

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bazzerfewi
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #3 - Aug 15th, 2015 at 9:37pm
 
Hi That is my thinking to, I cannot understand why Virgin have instructed VirginMobile and VirginMedia staff to give out information that is in beach of Ofcom legislation.

What can they be thinking!
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bigjohn
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #4 - Aug 15th, 2015 at 9:55pm
 
Virgin Mobile clearly say they are included in inclusive minutes.  No suggestion that some are chargeable and some are not. Which would in any case be in breach of Ofcom Regulations.

" Included in your tariff (subject to the allowance specified): UK calls to UK landlines (beginning 01, 02, 03) & UK mobile networks."

As do Virgin Media Homephone who say they are included in the  first 60 minutes of any  inclusive call bundle.

Call them back ask for a Manager to ring you. If they dont resolve it to your satisfaction ask them to activate complaints procedure.

http://www.virginmobile.com/vm/media/pdf/Complaint_code_Jan_11.pdf

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« Last Edit: Aug 15th, 2015 at 10:04pm by bigjohn »  

BJ.
 
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bazzerfewi
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #5 - Aug 15th, 2015 at 10:35pm
 
cheers bigjohn, I have been in contact with 2 managers and they still insisted that "SOME" 03 numbers were charged at different rates, they are bonkers.

It is more than a little disturbing to think that both VirginMobile and VirginMedia have both given false information and as we know they are in breach of OFCOM regs.

HOW MANY OTHER CUSTOMERS HAVE BEEN CHARGED!
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SilentCallsVictim
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #6 - Aug 16th, 2015 at 1:55am
 
Looking at the charge for the call made at 14:50 on the 14 August, one wonders if perhaps the inclusive allowance was used up during this call.

The rate of 40p per minute, which is applied to the later calls, could have been applied to 4m:16s of this call, after the final 8m:37s of the allowance had been used up.

That does not explain why agents of Virgin Media and Virgin Mobile gave out false information. What is most alarming is that Virgin Mobile confirmed that whilst 0300 200 3507 is simply not included, 0345 606 0265 is charged at the special rate of 13p per minute.

Given that the inclusive allowance was not exceeded, an obvious question to ask Virgin Mobile is "which other 03 numbers are charged at 40p/13p per minute, or indeed at other special rates, and why is there no reference to this in the published pricing information?".

I have a suspicion that the answers received from Virgin Mobile and Virgin Media (two separate companies) call centre staff was simply ill-informed, defensive nonsense. Front line call centre agents are generally not fully acquainted with all the relevant information and will always give the "safest" answer they can in response to an enquiry. Sadly, this principle extends well beyond these two companies and the telecoms sector in general.
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bbb_uk
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #7 - Aug 16th, 2015 at 10:11am
 
I've amended the OP to 'x' out some mobile numbers for privacy reasons Smiley
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #8 - Aug 16th, 2015 at 10:17am
 
I've just telephoned the 03456060265 number mentioned here and call lasted about 20 secs.

I shall check my virgin mobile bill in about 30/60mins to see if it's chargable or not.
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bazzerfewi
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #9 - Aug 16th, 2015 at 10:25am
 
I have sent a PM
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bbb_uk
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #10 - Aug 16th, 2015 at 11:17am
 
bbb_uk wrote on Aug 16th, 2015 at 10:17am:
I've just telephoned the 03456060265 number mentioned here and call lasted about 20 secs.

I shall check my virgin mobile bill in about 30/60mins to see if it's chargable or not.
Well that 20sec call didn't cost me anything and was therefore taken out of my inclusive allowance.
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CJT-80
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #11 - Aug 16th, 2015 at 11:46am
 
this seems very odd,

All 3 calls where made after other calls to 03 numbers that were not charged.. therefore could you have used up your inclusive allowance?  If not then I would suggest contacting them via the website here there is an option for mobile and then you are required to sign in or register.  You should then be able to use a contact form to "e-mail" them and you can then request it to be looked into in more detail. 
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CJT-80

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bigjohn
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #12 - Aug 16th, 2015 at 11:52am
 
bazzerfewi wrote on Aug 15th, 2015 at 10:35pm:
cheers bigjohn, I have been in contact with 2 managers and they still insisted that "SOME" 03 numbers were charged at different rates, they are bonkers.

It is more than a little disturbing to think that both VirginMobile and VirginMedia have both given false information and as we know they are in breach of OFCOM regs.

HOW MANY OTHER CUSTOMERS HAVE BEEN CHARGED!



Could it be you have run out of Inclusive Minutes as suggested by SCV. Have you managed to make an inclusive 01/02/03 or UK Mobile call since 14 Aug 15:35 ?
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bazzerfewi
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #13 - Aug 16th, 2015 at 4:14pm
 
no I haven't run out of inclusive minutes but thanks for the  Smiley suggestion Wink Smiley
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SilentCallsVictim
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Re: Virgin Media Virgin Mobile WRONG INFO
Reply #14 - Aug 16th, 2015 at 4:42pm
 
bazzerfewi wrote on Aug 16th, 2015 at 4:14pm:
no I haven't run out of inclusive minutes but thanks for the  Smiley suggestion Wink Smiley

SilentCallsVictim wrote on Aug 16th, 2015 at 1:55am:
… What is most alarming is that Virgin Mobile confirmed that whilst 0300 200 3507 is simply not included, 0345 606 0265 is charged at the special rate of 13p per minute.

… an obvious question to ask Virgin Mobile is "which other 03 numbers are charged at 40p/13p per minute, or indeed at other special rates, and why is there no reference to this in the published pricing information?".

When we have formal confirmation of these charges and the answers to these questions, to counter any suspicion that the inclusive allowance had been exceeded in this case, then we will have a major issue to address.
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