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  1. Hi there, seeking advice of the legal variety... Over a month ago now, Virgin Mobile called me as an existing customer to try to upsell me a new phone and tariff. After discussion an offer was made that was too good to decline. A new S8 and suitable tariff for £29 per month over the period of 24 months. The offer was made of two parts, a loan for the device at £25 per month and the tariff of £4 per month. At the end of the 24 month period, I would just be paying the tariff of £4 per month. I was pleased with this offer and accepted. I confirmed the offer several times and each time it was verified by the representative. On the basis of the offer made and accepted, I agreed to undergo a credit check for the purpose of the loan part of the offer. The credit check was duly scored and passed. The representative advised I would receive three emails, the first relating to the credit agreement. I was instructed to click the link in the email and accept the terms of the credit agreement at which point the device could be dispatched. While on the phone still to the representative the first email arrived but it contained details of a credit agreement for 36 monthly instalments, not the 24 agreed. I raised this with the representative who ultimately advised that the offer made still stands and that I should proceed and accept the credit agreement. I advised that the agreement is wrong and so that a new one should be sent. The call finished and I waited for a corrected agreement to arrive. But it did not. No further emails arrived. Only two text messages advising that I had upgraded and that my tariff. I called Virgin Media the next day to query the agreed sale and after discussion with that advisor, I requested a complaint be made. The advisor stated I would be contacted within 48 hours about my complaint. In the following 5 days I received no contact from Virgin (only other than to chase why I hadn't signed the agreement). I then wrote to them laying out the situation and my complaint asking them to honour the offer. No response had been received to that letter I wrote another advising that I demand they remove the credit reference score they made from credit agency records, which has still not received a response. It is clear that Virgin have no intention of addressing his complaint. The issue for me is that they have performed a credit check against me based on a mis sold product. That credit score needs to be removed. 1) how do I go about getting this done? 2) who can I complain o to ensure Virgin are exposed for this practice? Thanks Mr P
  2. Hello TCAG forums, I currently have an ongoing dispute with VM over a Galaxy S6 home button manufacturing issue that has been denied exchange/repair over evidence the phone has been rooted. Most of my case has been documented here - hxxp://community.virginmedia.com/t5/Mobile/Repair-refused-on-days-old-handset-due-to-root-Galaxy-S6/td-p/2918695 To summarize for everyone on these forums, the home button was loose on delivery of the phone, but operating okay for the first few days. It then began to stop registering some pushes when the button was pressed on the right hand side. After contacting VM a few days in (within 14 days) I was offered a doorstop exchange. This was cancelled a day later and I was told I had to send for repair. Repair was refused under warranty for evidence of the phone being rooted and I was quoted £200. I refused. I contacted Citizens Advice who advised me to write to them and state the sale of good act and burden of proof. I also enclosed a copy of this article - hxxp://fsfe.org/freesoftware/legal/flashingdevices.en.html I stated it was a physical fault, and not anything caused by software. Today I was contacted and told VM are sticking to their guns and the reason for the exchange being cancelled was they wanted to inspect the phone first to make sure I hadn't misused it, dropping for example. I tried to argue that I shouldn't be held guilty to misuse until proven innocent and that other companies all exchange within 14 days and inspect the handset after exchange. I have now contacted CA again, and know the next step they will advise is raising with the small claims court. I contacted FSFE via email to seek more advice on their article and law as well. Has anyone else experienced issues over flashing an android device with other software? I've had a Nexus phone in the past sent back to Google with no issues, and even read many examples of people sending phones to Samsung under warranty with no issues. Thanks a lot.
  3. Had grief from Virgin Mobile, with an unhelpful call centre staff member (not for the first time). They want to sell you a new phone, or a larger tarrif, but asking questions about the tarrif isn't what they want, and when I asked for help and followed their instructions : it didn't fix the problem.) I'm in credit with them, which credit runs out in 3 months (it was a PAYG SIM initially, topped up numerous times to get 'free data' the next month, and when it had accumulated a large balance I was never going to use, converted to a pay monthly SIM, to use up the credit balance). [VM suggested the swap to Pay monthly, given the credit balance]. So, I asked to disconnect, on a date in the future, once I've used up almost all of my credit, as one has to give at least 30 days notice. They (customer retentions) declined to take my cancellation request. Whilst I accept I have to give them at least 30 days notice (and 3 months is more than 30 days), they claim they also can't take notice any more than 30 days in advance. "It is the customer's responsibility to call us 30 days before, we can't take notice in advance" (the rep also agreed that if the customer doesn't remember to call exactly 30 days before, they will end up committed for another month's line rental...........) Is this correct? if it is, is it "sharp practice"? The best way forward? Would a letter, stating when I wish to end the contract, (sent by a guaranteed delivery (and signed for) service) work?.
  4. i closed my virgin media tv acct in july 2015. ....waited for a final bill until aug and then paid that in full 3 weeks later..... ..2 weeks after that they defaulted me which made my credit rating fall by 223 and went into the poor section..i was not a happy person ....went onto the forums here and found the ceo mr hockbridge and i emailed him telling him this. ..they responded by saying a dedicated TEAM WILL DEAL WITH THIS.. THEY CONTACTED MY 2 DAYS LATER THE PERSON NOT VERY HELPFUL AND SAID THE DEFAULT WOULD NOT BE REMOVE. ...i then waited another 3 weeks and sent the same email with a little bit of tweeking Again the next day another person ( sadly never took his name). .he said he would look into it and will contact me again ( i thought that would not happen and was giving up hope )... Got a big surprise the next day when he phoned me and said that the default was going to be removed the next day..I was gobsmacked... .i checked my credit score the next day and it had been removed.. .all i can say to anyone trying is to keep pressing them. .do not give up hope and with luck get the correct person on the other end of the phone.. .I AM SO HAPPY!!!!!!!!!
  5. Hi guys My wife has a phone on contract with Virgin Mobile (Galaxy S5) and has had no issues up until recently for the past 6 weeks she has been restricted on numerous occasions what has happened is she recently changed her number as she was getting alot of spam messages and calls so they actually sent her a new sim card and promised a new number and her tarrif would be swapped over. So she received the new Sim popped it into her phone and obviously thought her tarriff would be there and started using it as normal up until again her phone was restricted and when she phoned up they said she has excessive usage of £237.99 which eventually was credited back as it was a mistake on there end for not moving the tarriff over to the new sim card, what has annoyed her the most this constantly happens where the tarriff is there but a futher £112 has gone on top of the bill totalling it to £349 for an unlimited VIP tarriff at £32 a month. This has been taken high up to the CEO office to deal with but there just as much use as the customer service and she is now worried about setting up a direct debit again until all is rectified but again yesterday they restricted her phone for not setting up the direct debit What rights do we have here as shes thinking about asking them to release her out of contract due to the hassle shes having at the moment. What annoys me the most is im a Network Engineer at Virgin Media and my thoughts on Virgin as a company go from bad to worse everytime this happens Here is her breakdown from the account Your tariff Extra use Other costs Your credits Total amount 07982871 Add name to number - £350.66 - £237.99 Cr £112.67 07986227 ( Should be Cancelled) Add name to number - - - £0.12 Cr £0.12 Cr
  6. Just had a letter from Virgin Media saying they are switching a 24 month contract phone (Still 10 months to run) from Unlimited to 2GB as it is Uneconomical for them to continue to offer it. The options are 1 To cancel with no penalties and keep the phone. 2 Accept the new terms and pay extra if you go above the 2GB and still pay the same price as unlimited. Whilst some may find Option 1 appealing there's not much to be gained with the age of the phone. Can they actually do this and force people to accept these terms, especially since trying to find a truly unlimited tariff would be difficult. If i wanted to cancel because it was uneconomical for me to keep it i would probably have to pay a large fee, even if i gave the phone back.
  7. Planning on going to France for a few days. I've had a quick look on the Virgin Media website in regards to charges when using my phone abroad. Do I need to actually do anything? IE, do I need to inform Virgin that I'm going abroad?
  8. Hi everyone. Friday, the 17th my Nokia's screen, or at least a part of it stopped responding, and problem was that it was in the most strategic place, just about at near bottom of it where all the 'OK' and 'NEXT' buttons are. I rang Virgin Mobile from another unlocked phone and discussed it's repair as it was still under the warranty. Just because of the nature of the fault I was unable to do any kind of backup, I was then assured by technical team that a note has been made of the system that I requested not to have any kind of reset. A lad I spoke to also advised me that it would be the best to put the same on the form that I will receive in post to pack my phone and send for repair. I certainly have done that, I put that I have made a special request not to have my factory reset because I was unable to carry out a backup of my data and also stated that before they will even think of doing the factory reset is to call me on my mobile and rediscuss it. Today I received my phone, everything was gone, literally. I am a businessman, I had hundreds of mobile numbers saved, stocks exchange portfolio, bitcoin wallet with over 60 bitcoins there. I can literally count my loses in thousands. All that information is unrecoverable. I was trying to at least save bitcoins, but due to the nature of the app, entire access was through the area that did not work, and I did inform virgin media in the most convinient way, over the phone and in writting not to erase any data. Despite that post on forum, I am seeing a lawyer tomorrow, but has anyone ever had a case like that, as I am more than likely to sue them for that. Kind Regards, Luke
  9. I was just going to bed (I work nightshift now) when someone started banging my door so hard, I thought it was going to come off its hinges. My dog ran down the stairs barking. After a few minutes I heard someone close a car door. A few minutes later they came back and started banging my letterbox. I'm in my PJs so not going to answer the door. Eventually, after about 5 minutes they left the street. I looked out the spyhole and saw something attached to my door knocker. It was a postcard from Intrum Justitia chasing an alleged debt for Virgin. This is what it says: Dear XXXX I called today whilst you were out. I will call again at 9.00pm tonight with minder Please call me on XXXXXX Our free collection service has been provided to assist you in paying your account. We regret that if payments are not maintained we may have to take action in the County Court. This could involve you in the additional expense of legal fees and costs and affect your ability to obtain credit in the future. Date 18/11/2014. Surely, threatening to come back at 9pm with a minder is illegal? In my view, that is intimidation. I am a widow with only my son here. He has had a lot of ill health in the past (kidney transplantee) and the last thing I want is him to end up getting thumped. There is no CCJ for this alleged debt but one thing's for sure, I will be dumping Virgin when my contract is up in January. It is a comparatively small debt - £400 for a mobile I got for my son. Unfortunately, both of us lost our jobs at the same time and we've only recently got new ones. As far as the DCA goes, I admit to nothing and I will NOT be intimidated or harrassed at that time of night (or any other time for that matter). These bullies will more than likely come back at 9pm (are they allowed to come banging doors at that time?) so I want to know how to deal with them - and they will NOT get access to my house. Any advice you good people can give will be greatly appreciated.
  10. In July, I lost my phone. We phoned up Virgin, the phone and sim were then blocked and I was sent a new working phone + sim. I've now found my old phone. I understand that because it's blocked, I can't do anything with it, really. So, what can I do with it? Can I recycle it? Or is that a problem because the phone is blocked?
  11. Hi anyone else recieve a letter from virgin about changing billing dates? below is the text from the letter . they now want me to pay in advance for my services and according to their website it doesnt give me the right to opt out of the contract without paying fees . Anyone with any thoughts ? I cant really get my head around it , and they say they are doing it because some of their customers are confused, I think lots are going to get confused. We wanted to let you know about some important changes were making to the way your billed .Please take a few moments to read this letter so you know what to expect Were always looking to improve our service, so in October we are making some tweaks to our billing system that simlify the way it works Some of our customers tell us they find it confusing that their billing date isnt the same day they get their monthly allowance of minutes texts and data. With our new system were able to bring these two dates closer together , and hopefully make things more straight forward. First things first you wont pay any more for your package than normal but you will have a new billing date . This means your bill will arrive earlier than your used to, and will continue to arrive on ( or no earlier than ) this new date in the future. So you can see exactly how the change affects your bill in the next three months have a look at this table Allowance date 30 sep 2014 31 oct 2014 30 nov2014 Earliest bill date 10 oct 14 2 nov 14 2 dec 14 direct debit 24 oct 14 14 nov 14 16 dec 14 I wasnt confused before this but now I am This is their FAQS on the subject BILLING All you need to know about Billing Bill Change FAQs 1. I still don’t understand why my bill dates are changing, what does it mean to me? Billing isn’t very exciting, but it doesn’t have to be confusing. In making the change to our billing systems, we are going to improve the way it works which means you will find it easier to know when you're allowances are added and when you’re billed for them. It’s a one-off change that we think will make things a bit simpler. 2. What is an allowance? Your allowance is how many inclusive minutes, texts or data that are included in your tariff. It’s easy to keep track of what you’ve got or how much you’re using. 3. Why are you making this change now? You’ve been telling us that billing isn’t as straightforward as it could be and some of you find it confusing as things happen at different times. So we wanted to take the opportunity to make the change as soon as possible. 4. What if I don’t want my dates changed? Can I undo it later? Unfortunately not, but if you need to discuss this with us, one of our agents will be happy to discuss it further and see if we can do anything as an exception. 5. What happens if I change my tariff or upgrade? If you change tariff or upgrade to one of our SIM Only packages after we’ve changed your bill date, the date your allowance gets added will change again. Don’t worry though, we’ll tidy this up by the end of this year without moving your bill date again.If you upgrade to anything else like another contract, it won’t. 6. Why am I being billed twice in a month? Currently your bill date and refresh date have a significant gap between them. As we bring them closer together, this means that your bills will be produced in quicker succession so you may therefore get two bills and two direct debits in the same month. Don’t worry though we’ll only do this once 7. Are you allowed to do this, do I have the right to cancel my contract without penalty if I’m unhappy with the proposal? From time to time we need to make changes to improve the experience all our customers get. If you were unhappy and wanted to leave without early termination fees that wouldn’t be possible. We’ve tried our best to give you the maximum warning to reduce any impact from this change and in some cases can discuss alternative solutions if there are no other options. 8. Is there any chance of a delay to when you make the changes, how will you let me know in advance? Any delay is unlikely, but we would take steps to tell you by SMS if anything changes 9. Do I need to contact my bank if you’re moving my Direct Debit? No, you won’t have to do anything, we’ll take care of all the details. 10. Since you’ve made the change I have two direct debits taking in the same month which I can’t afford, what happens? If you find yourself in that scenario we’ll do our best to help by giving you longer to pay. 11. What is a refresh date? Will this change too? Every mobile customer has a monthly date where your allowances are refreshed. This helps you track how long you have to use your voice, texts or data. Nothing changes, we’ll just be bringing the bill date closer so its all aligned around a closer period. 12. Will the change affect any promos or discounts I have? No. These will remain on your account as normal. 13. If I receive two bills in a month will I pay more than I normally do? No. You will receive two bills in a shorter space of time. Both will have a charge for your monthly allowance and any charges outside of this e.g. charges for using your phone abroad. 14. Will I get pro-ration on my bill? No, you will not receive any pro-ration on your bill. 15. Why am I getting two bundle charges on one bill? Some customers will experience this because you're bill date is being moved later so you will be billed as we apply your next bundle i.e. you will be paying for it in advance rather than in arrears. Therefore, for one month only, you’ll pay for two (the one from the previous month and the one for the following month).
  12. Hi Been trying to set up repayments on a defaulted mobile account which happened when I lost my job a year ago. The company is BPO in Ayreshire. Things still tight so i offered in writing £10 a month by direct debit with a view to reviewing if my finances improve in 6 months. 10 is generous at the moment. They accepted in writing and asked me to call to establish direct debit. I called tonight and they said I had agreed to make an initial paymrnt of £107 a complete fabrication. I declined. They then emailed me to say I need to provide income expenditure form. I have nothing to hide but now don't trust them and don't want the hassle of sorting this out and justifying an offer they already accepted. I notified I will make manual monthly payments of £10 as per the original agreement. The full 280 is too much at present. What I would like to know is, will my credit record reflect the repayments. The account shows as overdue. Can they issue a default even though I am making payments on something they agreed to and then altered the terms of the agreement? Already they have proved to be untrustworthy but I have saved all communications and phone call recordings. I hope to clear the debt within a year but was hoping to stop credit record worsening evrn though it is a struggle to pay the token amount. Thank you Ben
  13. No idea how this company is legal. They're [problem] artists at worst and liars at best. I took out a phone contract around the 21st December as a Christmas present. The phone was obviously not used until the 25th and soon developed a fault. We called Virgin Media up about it and they sent us a replacement which took about a week to arrive. Alls well until the new phone develops the SAME fault with the screen. Call up to get another replacement, they refuse and say it's 'not a common issue with the phone' when a quick google search shows it's in fact a very common issue with pages and pages of people with the same problem. First lie. They offer to repair it which I'm not happy with as it should be replaced in my opinion as we only had it a week or so. Make another phone call a few days later to someone else who says the same thing. Make a complaint on the forum which did pretty much nothing. On Twitter, I was told that even replacement phones have a 14 day guarantee and if its within this time period it would be replaced with a new phone. Great, I thought. Recieve an email this morning which I'll just let you read for yourself - " So basically if it can't be repaired (likely as replacing the LCD is hardly economical) they'll just give me a refurbished phone... I am not even a MONTH into this contract. I've had a functioning phone for maybe 5 or 6 days at the most. I should recieve a NEW phone that works in its entirety, screen and all. I will not pay £32 a month for 2 years for a faulty or refurbished phone. Idealy I would completely cancel the contract but understand this will probably not be possible and I cannot afford almost £800 to buy out the contract. Please, please help. I've contacted the Citizens Advice Bureau but no idea where else to turn regarding this matter.
  14. A Friend noticed a d/d going out of her account the other day which she knew nothing about, turns out virgin have been taking £23 every month since 2012 (£340 pounds worth). the bank refunded the money (yes i know, what a shock) contacted virgin who say that the phone was sent out but was returned in 3 days but the contract remained. (perhaps they have moved from Telephony to Telepathy). Usual promises were made i.e. money already refunded to the bank so A/C will be cancelled. 31st December letter comes to say a/c is 360 in arrears. We repeat the whole process of speaking to Bransons Boneheads and the same promises made with assurance that this time it WILL happen. 27th Jan another letter - this time the balance is now £390 in arrears and my friend is threatened with bad cred ref and dca's,- we go back to Bransons Boneheads and follow the whole process again, again the same promises this time we ask for a letter confirming nothing is owed and they say that they have no method to send out a conf letter, We also ask about compensation and the guy says there is no method available to compensate as their is no account to credit it to. I send an email on her behalf to the complaints team who return an email saying that we must call 789 on the virgin mobile (that we do not have) or log in to the account (that we know nothing about) online so that we can clear the security questions. What a bunch of idiots Complaint to OFCOM i think Do they have to pay for complaints to OFCOM
  15. I made a call from my virgin mobile to Traveline 08712002233 to find out if a certain bus route was operating as normal tomorrow, as the young person I look after was panicking about getting to her boyfriend's for Christmas. I was on the phone for 2 minutes 45 seconds. A bit later I had a text from virgin saying I had nearly reached my credit limit. I was confused as my bill is only normally about £25. I went online to check my bill and I have been charged £67.94 for this one under 3 minute call! Does anyone know if this is correct? And is there anything I can do about it I'm a full time foster carer and can't afford to pay this. Any advice would be appreciated.
  16. H this may have been asked before however I have had a letter from Virgin Mobile to say that the monthly cost of my fixed tariff is increasing due to the RPI along with the excess on my insurance increasing from £50 to £80 for any successful claim. I know there is not a massive increase in money however it's there anything that can be done as i feel this is a little harsh bearing in mind my tariff is supposed to be fixed.
  17. Hi all, I’m new to the forum and could use a little advise if anyone can help… Last year virgin media put their voicemail service on my phone line without informing me, I only discovered the service was active after 3 months of it being on my line. A lot of events have occurred during my fight over this and I’m wanting to know how much compensation I should be requesting, please have a read of the complaint and advise if you can… many thanks In april last year I was laid off from work without notice and got behind with bills, vm had restricted my services and when I spoke to them about my outstanding bill they suggested a repayment package, this would retain some of my services and give me a little longer to clear the balance. I spoke with the collections team, made the first payment in july and everything seemed fine. A little later I started to wonder why I’d had no messages of my desktop answering machine but put it down to job applications being unsuccessful. However in early September my girlfriend had vm installed at her house and after telling me about the voicemail service she got the penny dropped. I called my house number and after only 5 rings I was met by virgin medias answering service asking me to leave a message. This meant this voicemail service had been answering my calls without my knowledge for as long as it had been active as my desktop answering machine only picks up after 8 rings. I called vm immediately and the chap I spoke to confirmed this voicemail service had been put on my line in july when I started the repayment package. However he went on to question why it had been put on my line as I was on incoming calls only I wouldn’t have been able to access it. It took three calls to this chap over three days before he finally threw the towel in trying to access it and removed it from my line, thus loosing any messages that had been left on it. I then had to cold call nearly every job application I had sent out the past few months to find out if anyone had left messages for me. I found I’d missed three interviews and more worrying I found a recruitment company had left three messages for me in august as they had a 12 week contract for me starting the following week, as I didn’t respond to their messages they gave the placement to someone else. To try and cut the story short…. I lodged a complaint with vm, had to chase it up several times and after getting nowhere I wrote to the executives office. Got a call back from a chap there who told me he had proof I’d been advised of the voicemail service but he’d credit my account with £20 as a good will gesture. I told him I had not been advised about the voicemail service and that I had only found out it had been put on my line in September, and that the £20 was a joke as I now knew I’d lost out on a job that would have paid over £5000, plus three interviews that I knew of. I escalated the complaint to cisas, and in their defence, vm provided a print out of the account notes entered on the day I made the first payment. The operator had put ‘customer has been advised of the terms and conditions of the agreement and a letter sent out’. I replied to ciasa saying I had not been advised of the voicemail service, the notes do not show that I’d been advised of the voicemail service and nowhere in the t&c’s is there any mention of the voicemail service, further more I had never received a letter and vm did not supply a copy of this alleged letter in their defence, plus they had not provided account notes for the three calls that took place when I discovered the voicemails service in september. Cisas sided with vm, saying that he account notes clearly show that I was advised of the service and that vm are basically free to do what they like. I emailed cisas and asked them to review this decision as it was clearly evident that the adjudicator had not reviewed the vast amount of evidence I had sent her but whilst they admitted that there were discrepancies in how the adjudicator had investigated my complaint I was advised they don’t do appeals. I rejected the decision to give myself time to think things over, then on the advice of a friend I issued vm with a subject access request and asked for copies or transcripts of the calls that took place when I set the agreement up, the week when I discovered the service was on my line, all notes entered on my account for the three month period including times my account notes had been accessed, and a copy of this letter that was supposed to have been sent out to me. Thanks to the joys of the data protection act, three weeks and £10 later I received a nice large envelope from vm. I now have from virgin media’s data protection & privacy department; a letter advising that they can not find a copy or any details of this alleged letter that was supposed to advise me of the voicemails service, a transcript of the call when I set the agreement up that shows that the voicemail service was NOT even mentioned, account entries showing that I spoke to vm on all the occasions that I advised cisas of and not just the one occasion vm claimed in their defence, and full transcripts of two calls that took place on the week I discovered the voicemail service. These conversations document the attempts we made to try and access the voicemail service after discovering it, and the comments made by the operator questioning why it had been put on my line as I wouldn’t have been able to access it. Armed with this evidence I emailed the chap at the executives office and requested he confirm receipt of my email, reassess my complaint and come back to me with a settlement offer. He didn’t reply to my email despite my email provider confirming it had been delivered. I then called his office 3 days later and was advised he was on holiday till the Monday but they would ensure it was brought to his attention first thing. By the Tuesday morning I had still not received a confirmation so I called his office and asked to speak to him but was advised he was on another call so I left a message with my name, my contact number and asked for him to be advised of the urgency to acknowledge my email. By the Friday I still hadn’t received a reply or confirmation so I issued vm with a letter before claim asking they pay a compensation sum that reflects the wages I had lost as their service had without my knowledge or consent, intercepted messages offering me paid work and interviews. I received a grovelling reply to my letter within three days and am waiting on a call back from their head of complaints early next week. Given that the interception of my calls with out my knowledge has cost me a 12 week contract that would have paid £5280 before deductions, at least three other job interviews that I’m aware of plus the issue of employers not entertaining any future applications as I didn’t respond to their replies, the £10 cost of my subject access request and cost of recorded delivery postage on all letters, plus the general stress & inconvenience of having to fight vm to discover the truth…. Any ideas on what a suitable settlement figure would be? Many thanks for taking the time to read this.
  18. We've been with Virgin (home phone) for many years (since they were NTL) - never had an issue with paying on time - always paid by Direct Debit. We had a voicemail message asking us to call 150 last week, but to be honest I thought it might be a sales call, so didn't phone back. On Tuesday my son said he hadn't been able to call me on my mobile phone. I tried and it was giving a discontinued tone, so I called to report it as a fault. I was told I would need to be put through to another department, who told me that mobile phone and international calls had been barred from my phone on 12th April due to the fact we had made £121 of calls last month which was unusually high. The bill had been received and wasn't due for payment until 26th April. They asked me if I'd like to be put through to another department as there were packages which could make my bills cheaper. The bill was high as my mother in law had been ill and we'd made quite a few calls to Australia and Spain. It was by no means the highest bill we've had from Virgin media and, as I've said, we have an exemplary payment record. I said I didn't want to speak to another department and wanted the block removed. The following morning the bar was still in place so I phoned again to complain. I was told it would take 24 hours to remove and so I asked to speak to a manager. My son has learning difficulties and needs to be able to phone me from home if there is a problem. I was told he would call back within the hour. Just over an hour later the manager called and asked whether the bar had been removed. I didn't know as hadn't tried so he said he would hang up and call back in 15 mins. 15 mins later the bar still hadn't been removed - I had to go to work so left the house. No message was left, but the bar had been removed when I got home. I'm pretty sure there is nothing in their terms and conditions to say they can unilaterally bar my account without telling me about it. If there had been an emergency I would've been stuck without being able to call mobiles or overseas. I'm going to switch to BT without a doubt. Meanwhile I've made a formal complaint which has yet to be acknowledged.
  19. Hi guys i have just cleared some debt off the past month and am now debt free but vodafone, o2, t mobile etc are declining me credit and im guessing it was related to this debt i have paid up. I have paid my Virgin Media bills every month on time if not before the pay date and keep getting mithered to take out a deal in my virgin media account i want a samsung galaxy s3 on virgin but bit worried they might also decline me
  20. Today I received the following email from [email protected] which I suspect is fraudulent as the only account we have had with Virgin many years ago was monthly PAYG for £10. Note the the spelling appears to non UK English. Do not click on the link as I no idea where it will take you and I do not intend to find out ; Dear customer, On 02/05/2012 an error occurred while samples from the monthly payment made to your account it was debited twice the sum of £ 50. For an immediate regularization of your situation and repayment of the amount charged, you must fill out the form below. Fill it out here Thank you for your understanding. Upon receipt of your form we will contact you. Our service does not accept any legal responsibility in the absence of an immediate response from you and no claim will be accepted. Contact Us for Help : 0845 840 7777 -------------------------------------------------------------------------------------- Kind regards, Mark Davidson Executive Director, Customer Care *Fastest broadband download speeds widely available to consumers according to 2009 - 2011 Ofcom report.
  21. I am not sure some calls on my latest bill were made by myself so to be sure I logged in to my virgin media to check the numbers. Unfortunately I was unable to do so as they come under the £0.50 and they only give you a breakdown/itemised online for over £0.50 per call. I phoned 150 from my landline to ask about these 19 calls and pretty much all were 08 numbers. I asked what the numbers were so I could check them but she said she wasn't allowed to do that and could only give me the first 4 digis and the last 4 digits, which really is not of much help as my plan was to Google search them to see if they belong to a company I have phoned before. After that I asked if I could have a breakdown/itemised bill of these 19 calls but was told this was not possible. I'm a bit annoyed at that seeing as I am required to pay for something but they cannot show me exactly what the phone numbers were, duration, time made etc. So I was just wondering if anyone knew whether the information I was given over the phone was correct? Is there any way in which I can request an itemised bill of these 19 calls? I have no way of knowing whether it was me who made them without knowing the phone numbers that were dialled.
  22. Can anyone tell me if Virgin can demand a settlement payment for leaving them while still in contract, when the person, on whom they make that demand, is moving home to an area in which Virgin cannot supply the services? Btw, the person, from whom the £40+ is demanded, did not realise that she was entering into another contract when she accepted the additional charge of £2 for including 0845 numbers in her monthly bill. She has a pretty sharp memory and is certain she was not advised of this at the time.
  23. Just the facts any questions pls ask ordered two contact mobiles 4 weeks ago, received them within two days (a day late)--separate issue one a galaxy ace (for the mrs) 1075mins 250txs 500mb+3000 v-mins @£15.99 one a galaxy w (mine) 1100mins 500txs 500mb+3000 v-mins @ £20.99 quite a good deal - but 4 weeks on mine is still set as payg due to an it problem (the mrs is fine) phoned them several times...still it problem...will be sorted soon (total time on phone about 3.5hrs total) told them richard branson crossed the atlantic in a balloon quicker...call center not impressed have paid mrs 1st bill last week of £6.99 - i got an £8 credit for missing micro sd card told them my canalization period wont start until i have in hand two phones and two working contracts (cc act 1974) they did give me 150 min 1gb data +500 txts until its sorted but now i'm still paying o2 simplicity (out of contract now-but a business number) another month as they can't accept my pac code till its (it problem is sort) what should i do next - don't want any free min,txts,mb's as i think i have enough and wont use them.. What should i request and how would i do this guy.......oh & merry christmas & new years to all cag members had to pay o2 this months £15.50 and another will be due. Time spent on phone, late delivery, wont give (mrs) pac till issues sorted, cant transfer my business number till sorted as may lose it, owe and nice speaking call center guy(who you can't understand) said they wont take payments till january about the 9th - yet they already dipped £6.99 off the (mrs) bill. Look forward to all responses
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