18185 overcharging Virgin and mobile customers

Wig

I just joined today. I made 2 calls from them using the Virgin access number. They have a separate tariff page for Virgin users where it says there will be a 4p connection fee for all calls. But I was charged 5p connection fee.

I tried contacting customer services, but the link was dead, so I reported a fault, instead, and reported to them that I was charged 5p instead of 4p.

I have since looked again at their website and on the BT users prices page it mentions 5p connection fee inside UK.

I think they are applying that rule to the Virgin access number without making it clear to the customers. Now I have realised this I will "report a fault" again and tell them that they do not mention any 5p fee on the "Virgin rates" page and hope they reply to me. If they don't reply, it would appear that you have no other route to complain, except inform the credit card company.

Quote from the 18186 "virgin rates" page
"Once registered you can call our access number 0808 1 703 703 (freephone) or 020 81 80 2828 (local rate). Wait for the voice prompt and dial the number you would like to call. That's all! (A 4p connection fee applies to all calls.)"

notbritishgas

I don't know if you are getting confused Wig.
Using the freephone 0808 number there is a connection charge (4p?) and then if calling a UK fixed line an additional charge of 1p per minute. I do not think the connection charge is detailed seperately on your account.
If using a BT line you use 18185 (not 0808) where the connection charge for calling UK fixed lines is 5p and then 0p per minute. I think if calling other numbers using 18185, eg International or mobiles, the connection charge is 4p then an additional amount per minute.
I hope I have not misunderstood the point of your post.

Tom_Jones_4

I use all sorts of override providers to cut down my call costs with Virgin (0844, 0871, etc). The problem I have is that the cheapest numbers keep changing so that often I need to dial 2 or 3 before I get the right one for the number in question.

Given that Virgin is charging me for every call (something like 10p+ per connection plus 10p/minute) whether the number works or not, I end up having bills that include connection charges that are still too high.

I wonder whether anyone know whether any providers are more "reputable" and do not change their numbers even if I have to pay a bit more per minute.

Thanks
Tom

Wig

notbritishgas wrote: »

I don't know if you are getting confused Wig.
Using the freephone 0808 number there is a connection charge (4p?) and then if calling a UK fixed line an additional charge of 1p per minute. I do not think the connection charge is detailed seperately on your account.
If using a BT line you use 18185 (not 0808) where the connection charge for calling UK fixed lines is 5p and then 0p per minute. I think if calling other numbers using 18185, eg International or mobiles, the connection charge is 4p then an additional amount per minute.
I hope I have not misunderstood the point of your post.

For example I call a UK number using 18185 freephone access number 0808 1703 703
18185 price list for Virgin/mobile users details UK fixed lines @ 1p / minute, and says 4p connection fee will apply to all calls.

Call duration 00:00:42 (42 seconds) Call Cost £0.06 (5p + 1p)

Duration...........Cost_____breakdown
00:02:20...........8p..............5p + 3p
00:01:03...........7p..............5p + 2p
00:02:31...........8p..............5p + 3p

The parts in blue are my own interpretation of what the breakdown is, in any event whatever the breakdown is I am being overcharged.

My statement continues in the same fashion for all the calls I have made with them over the last 48 hours. I figure I'm going to keep using them and insist on my refund because they are going against their indicated prices. And in any event the calls would cost exactly the same amount using 1899 - which is another sister company just as 18866 is also a sister company. God knows why they can't just have one company and keep the rates as low as possible for all destinations.

Wig

Tom_Jones wrote: »

I use all sorts of override providers to cut down my call costs with Virgin (0844, 0871, etc). The problem I have is that the cheapest numbers keep changing so that often I need to dial 2 or 3 before I get the right one for the number in question.

Given that Virgin is charging me for every call (something like 10p+ per connection plus 10p/minute) whether the number works or not, I end up having bills that include connection charges that are still too high.

I wonder whether anyone know whether any providers are more "reputable" and do not change their numbers even if I have to pay a bit more per minute.

Thanks
Tom

I know what you mean, it's really annoying. In my case it's probably a fault of the mobile company/mobile phone/mobile phone user in France that I am calling. I keep getting Orange.Fr telecom telling me that the mobile phone is switched off/out of signal or I do get a ringing only to go to answer phone....I have yet to manage actually getting a connection to speak to the person. But each call is costing me 15p. And all this whilst the person in France has just "buzzed" me, so is expecting a call.

I have not yet come across one of the phone numbers on MSE calls checker to be out of date. You are checking the MSE call checker regularly aren't you?

Also use Virgin online tariff to double check how much your number will cost to connect etc, because MSE only shows the price BT will charge, Virgin usually charges more. but it sounds like you are already aware of how to do that.

Perhaps you should mention what destination you are calling.

notbritishgas

Wig wrote: »

For example I call a UK number using 18185 freephone access number 0808 1703 703
18185 price list for Virgin/mobile users details UK fixed lines @ 1p / minute, and says 4p connection fee will apply to all calls.

Call duration 00:00:42 (42 seconds) Call Cost £0.06 (5p + 1p)

Duration...........Cost_____breakdown
00:02:20...........8p..............5p + 3p
00:01:03...........7p..............5p + 2p
00:02:31...........8p..............5p + 3p

The parts in blue are my own interpretation of what the breakdown is, in any event whatever the breakdown is I am being overcharged.

My statement continues in the same fashion for all the calls I have made with them over the last 48 hours. I figure I'm going to keep using them and insist on my refund because they are going against their indicated prices. And in any event the calls would cost exactly the same amount using 1899 - which is another sister company just as 18866 is also a sister company. God knows why they can't just have one company and keep the rates as low as possible for all destinations.

Now you have posted this I see what you mean.

Wig

They ignored my first email. So I sent them another, last night, with some pretty stern words in block caps. I informed them I have saved copies of their webpages as evidence. and expect from them to refund me the overcharged amounts, up until they either start charging customers the advertised rates OR they alter the advertised rates to say 5p conn fee.

Their response so far has been to alter the advertised rates to now say 5p connection fee for UK calls. They changed the webpage today 7th May 2009.

But they have not yet adjusted my itemised invoice nor have they had the decency to reply to my email to apologise.

littlewren

Sorry to hear of the problems you've been having Wig.

I joined them yesterday and was wondering, will we still have a charge on our Virgin bill for their own connection charge too or is the connection charge from 18185 the only one we will be paying for?

Heinz

littlewren wrote: »

Sorry to hear of the problems you've been having Wig.

I joined them yesterday and was wondering, will we still have a charge on our Virgin bill for their own connection charge too or is the connection charge from 18185 the only one we will be paying for?

The number you have to dial to access 18185's system is a freephone number (08081703703) - so VM shouldn't charge you anything.

However, I'm sure they have it in their small print that they can block such gateway numbers. It wouldn't be difficult to strip out the freephone access number (leaving just the 'target' number) and then route the call via their own network.

littlewren

Heinz wrote: »

The number you have to dial to access 18185's system is a freephone number (08081703703) - so VM shouldn't charge you anything.

However, I'm sure they have it in their small print that they can block such gateway numbers. It wouldn't be difficult to strip out the freephone access number (leaving just the 'target' number) and then route the call via their own network.

Oh no, so I could be making calls via 18185 for the next month(I've only just had my bill) and find I've got two lots of phone connection charges.

Heinz

littlewren wrote: »

Oh no, so I could be making calls via 18185 for the next month(I've only just had my bill) and find I've got two lots of phone connection charges.

Potentially worse than that, VM could charge their own rates for the calls, not just add their own connection charge. Hence, instead of the expected 5p connection and 1p per minute, you could get charged VM's rates.

I doubt it'll happen, I'm just saying I'm sure they have the capability.