Virgin Anytime package

ericadav

I have a virgin anytime package. I pay £29.00 monthly for the service. There is a automated system which is updated every 24 hrs. This month the system is telling me that i have 232 mins of call remaining. However there system is telling them that i have used all my mins. I have spent hours trying to resolve this with them. at first they accept and offered to refund me. yesterday they had a complete reversal and said they are not prepared to refund me. im not prepared to pay for their incompetence. what can i do.

Erica

Heinz

Are you talking about a mobile phone contract?

ericadav

no its landline

isisme

ericadav wrote: »

I have a virgin anytime package. I pay £29.00 monthly for the service. There is a automated system which is updated every 24 hrs. This month the system is telling me that i have 232 mins of call remaining. However there system is telling them that i have used all my mins. I have spent hours trying to resolve this with them. at first they accept and offered to refund me. yesterday they had a complete reversal and said they are not prepared to refund me. im not prepared to pay for their incompetence. what can i do.

Erica

Get them to print out a call log of your minutes. On the online bill it told me I was under the 400 mins but on the call log there were lots of duplicate long calls made at the same time, that they added in to make me go over the limit. It still happens.

Heres my previous reply to someone who had the same problem as us:

In aug /sep 2011. I had talk anywhere 400, & moved to a new address. I knew we hadnt gone over 400 mins, but i got a bill for all calls over 50p, leading to over £60 of call costs, plus I wasnt given the 6 month discount package agreed with retentions. They effectively doubled the package costs & then had to refund the difference.

I demanded a call log of all talk anywhere mins on the bill & I then sawthat they had duplicated the longer calls ie 2 x calls at 17:50 24 aug for 49 mins 10 secs. Clearly I couldnt have made 2 x calls at the same time for the exact same length of time. There were over 400 mins of calls if you included the duplicates & they had charged me for all calls over 400 mins. By my calculations I had made well under 380 mins of calls even if I rounded up 5sec calls to 1 minute. I was told before I got the call log that I should pay the bill as they had added up the minutes & it was correct. A manager also told me to pay it

When I called again to confirm the bill was wrong as I had told them before, the Virgin manager didnt seem at all surprised & said this duplicate calls problem had happened across London & lots of people were affected. I said why didnt they contact me about it as they had known apparently for nearly a week. I also asked if they had contacted any other customers or were they just taking payments & waiting to see if people complained. She was very vague about whether they were writing to customers but apparently refunds would come on the next bill. 1/ I find that unlikely. 2/ Even if they did then people calling 150 for their minutes will have been told there were 0 mins left so they wouldnt get the minutes they had paid for. I also noticed that I wasnt given the rollover mins from the month.

The manager refused to send a corrected bill. All of the errors made came to over £140.

Also, I too , had been given 3 different dates for when the monthly minutes refresh ie 1st Sept, 7 sep, & finally 14 sep. The last one appeared to be right but each customer service person told me the previous person id spoken to was wrong, or I had made it up & my notes said something different. (Virgin staff dont record complaints properly in my experience). If I had relied on the 1st 2 customer reps I would have definitely gone over the 400 mins thinking it had refreshed at that point so they would have got the extra cash. Also the bill doesnt say when the minutes refresh.

Moral is, always request full itemised bills for all calls on talk anywhere, to avoid unnecessary charges.Its probably not a recent or specific location thing as it seems its be happening from 2009 to the current date.

TheSaint_2

If you are on Virgin cable - ditch the phone completely. Get yourself a Sip/Voip phone and plug it in to your router. The Simens Gigaset is a good example. The phone costs around £50 from amazon. You then sign up with an internet phone provider such as sipgate or voiptalk (free) and pay as little as 1p per min for your calls - or free if you call another sip user.

I have been on sipgate now for years and I have no line rental and I choose the 1000 minutes package for £10 per month - that keeps the missus happy

sommer

Hello All, Changed my mind 25 days after services started, where do i stand? During one of my telephone calls to their customer services dept. i was told that i have 28 days.

Please reply soon. Thanks for all replies, everyone.

sommer

Hello everyone,

I have Cable landline, and found that there charges for calling any numbers are hgigher than BT, but also there charges for calling non geographical numbers are even higher. after reading some posts on this forum about voip's as being the way to go, i just wondered if there are any comparison websites that lists the various companies calling rates with there connection etc. charges?

Thanks for all your replies.