Virgin Media charging for unconnected calls

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Mark_In_Hampshire wrote: »

Virgin Media website, Help section, how much do calls cost PDF document, page 3:

Direct dialled call charges
Call charges are shown in pence per minute but you will be charged for the time you are connected to the network.

Another reason why they are probaly the most expensive phone provider in UK.

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No

Inactive wrote: »

It may well not be the " question " but it seems the obvious answer to me, if you don't like the T&C's of a business, vote with your wallet/purse.

Virgin is a business after all, no amount of whinging on here will change their business model.

I am aware that business models are very hard to change and of course again you are correct that should someone not like the terms and conditions of a company they should vote with their wallet. This is exactly what I after discovering just what their T&C's were did however first you have to be aware of just what certain sections of their T&C's actually mean as in this case I assumed , like many no doubt, that you were connected to the network once someone answered their phone and not when it began to ring. I always assumed that when ringing that was the actually connection attempt and once the attempt was answered or diverted to voicemail that was the point of connection and from whence the charges would commence.

So you see it is not so much whining as you put it but an expression of exasperation at such an, in my opinion, immoral way of charging a loyal customer.

I assume that you have not been on the receiving end of this kind of service or if you have you dealt with it in a manner far superior to that of such a lowly whining member as myself. Good on ya! I prefer to deal with being ripped of for 3 years in a more primitive screaming way and then vote with my wallet.

Seriously though the whole point of this topic was to ascertain just what has happened in this incident and to ensure that other members who may still not be aware are made aware. They then too can choose their own course of action.

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exup wrote: »

I agree - it seems a little tight fisted to charge for dialled numbers that don't answer. But the T/Cs say when you are connected to the network. Unfortunately when you rang to ask, the support staff member who answered didnt have a clue what their own T and Cs meant, this isnt suprising and I have found quite a few companies where the staff havent really had a clue what is going on, and you can get a diiferent story from each different member of staff you talk to.
Unfortunately they make sure they have every base covered in print - even if its hidden in pages and pages of mind numbing text on their TandCs

Thanks for this post!

Whilst I accept and knew that VM would have the base covered my main annoyance now is that if I , and I'm not thick by any means, could assume that the definition of connection to the network meant when the call was answered then I am sure that there are thousands of other s who too would also assume this. The definition of connected to the network needs to be explained more clearly so that a customer reading legalised bumpf such as this is 100% clear as to what they will or will not be charged for.

If VM and others will not drop this silly charge then they need to seek a much better way of enlitening customers as to what the charges are.

mazza111

Sorry, I do this all the time when I misplace my mobile and have NEVER been charged for it. Is it possible that the mobile has been out of signal and gone straight to voicemail?

Buzby

Neither do they charge me when I ring and there is no answer, but there is a 'gotcha'.

VM will only charge when the recipient network sends an 'answer charge' flag back to the originating network - in this case, VM. Virgin do not arbitrarily charge for the call unless/until the network that takes the call TELLS them to by sending a message within the call set-up data.

Now, what causes the answer charge flag? Answering the call, or the transfer of the call to voicemail (it does not have to have been playing the 'Sorry I'm not available' bit, as the charge applies in the millisecond the Voicemail accepts the inbound call.

A sneaky difference, is for those mobile users who have set up dedicated ring melodies to their callers. This is where if you call someone, they can play a dedicated 'funny' or musical ring tone either the same tune to all callers, or specifically to you (by noting the inbound CLI) and playing one especially. THIS IS CHARGEABLE to the caller, because it is not a standard network provided ring, the call is deemed to be answered when the 'special' ringtone is played - so calls to these mobiles sned the 'answer charge' flag as soon as the call is delivered, NOT when the recipient answers.

You can prove this yourself by using a public payphone, and watch the credit decrement - instantly on a funny ringtone, but on answer with the standard one.

For clarification, by 'ringtone' I refer only to the sound the CALLER hears when phoning a mobile, not the sound the mobile owner hears when his phone rings to attract his attention.

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mazza111 wrote: »

Sorry, I do this all the time when I misplace my mobile and have NEVER been charged for it. Is it possible that the mobile has been out of signal and gone straight to voicemail?

Voicemail is NOT set up on either of the two mobiles in question so that cannot be a reason.