Virgin Mobile Overcharging - Help Needed

jatinmistry_uk

I bought contract phone from Virgin store 3 monts ago and they have put me on an incorrect contract from day 1. The contract i agreed was included unlimited internet allowance (25mb per day fair use policy).

However since I started with them, they are charging me 30p a day with maximum of £5.00 per month for internet service. I have complaint about this in the virgin store, rang them, send them e-mails but no joy yet. As it has been going on for just over 3 months and still not resolved, I even wrote a letter to their customer service director at head office address and send by recorded delivery 2 weeks ago. However there is still no reply and resolution to my problem.

Does anyone know what are my rights now? Can I cancel the contact without occurring any charges? I had to pay extra for the phone as the model was not included in the deal, will I be able to keep it or will have to return it? How do I get refund of the overcharge?

OneADay

30p a month - if you were paying that for every day, then you would be clobbered with £9 for 30 days.

So to be honest they are doing you a favour by charging on a daily basis and capping your maximum payment to £5 a month.

Usually with most providers, £5 gets you 500MB fair usage, but you are likely to get around 750MB on the basis of 25MB a month.

jatinmistry_uk

My contract includes internet use so they should not be charging me anything. Not even 30p per day and that is the issue I have!

OneADay

I see.

What happened when you rang them?
And did you email via their site web page?
And do you have paperwork, internet email confirming that internet was part of the contract?

jatinmistry_uk

What happened when you rang them?
They apologised and said it happened because they did not update the correct contract but rectified immediately. However this was on month 1 but revert back to the incorrect contract on month 2.

And did you email via their site web page?
I did e-mail them via their web-site.

And do you have paperwork, internet email confirming that internet was part of the contract?
I did not get the papework from the store however the contract which came from Virgin in post within few days which was incorrect. I have been trying to resolve the issue since then.

Just to let you know, as an exisiting customer of Virgin Media I was offered 2 month free + unlimited text + unlimited internet. The 2 months free has been applied to the account. I do get unlimited text but they keep charging me for the internet when it should be free!

OneADay

Your best bet is to try to speak to them again on phone.

Failing that try making a complaint to Ofcom as described here http://www.virginmobile.com/vm/genericContent.do?contentId=regulatory.policy.footer.sm205

Deeko_2

I bought a new contract from Virgin Mobile website. It advertised the HTC HD2 for £25 a month with unlimited web access, unlimited texts and 600mins.
However I have received the phone and appear to only have 3000 texts and 600mins...NO web access on my tariff.
I have tried phoning the customer care number for the last 90mins, can't get through. I just keep getting cut-off after 2-3mins waiting in a queue.
I have sent an email now.
To add to this I cannot even use the phone as the SIM PUK (personal unblocking key) I received with the phone will not unlock the SIM!!!

Raging!! Going straight to the Virgin shop tomorrow lunchtime.

mrsr

Deeko wrote: »

I bought a new contract from Virgin Mobile website. It advertised the HTC HD2 for £25 a month with unlimited web access, unlimited texts and 600mins.
However I have received the phone and appear to only have 3000 texts and 600mins...NO web access on my tariff.
I have tried phoning the customer care number for the last 90mins, can't get through. I just keep getting cut-off after 2-3mins waiting in a queue.
I have sent an email now.
To add to this I cannot even use the phone as the SIM PUK (personal unblocking key) I received with the phone will not unlock the SIM!!!

Raging!! Going straight to the Virgin shop tomorrow lunchtime.

not sure if you got your contract today if you did your data will be added 24hrs later and will every month

Deeko_2

mrsr wrote: »

not sure if you got your contract today if you did your data will be added 24hrs later and will every month

Yeah just got my contract today. But the letter I received with the phone reminds me of the tariff I have picked, it says my tariff gives me:

600mins and 3000texts

No mention of unlimited web access or the unlimited txts. This also the case when I login to my new account on the virgin mobile website.

Does this still mean it will be added 24hrs later?

Cheers

mrsr

Deeko wrote: »

Yeah just got my contract today. But the letter I received with the phone reminds me of the tariff I have picked, it says my tariff gives me:

600mins and 3000texts

No mention of unlimited web access or the unlimited txts. This also the case when I login to my new account on the virgin mobile website.

Does this still mean it will be added 24hrs later?

Cheers

Yes if you check after 24hrs your data should be there fair usage 1G.your texts are 3000 thats the fair usage ,did you mean your virgin to virgin mins arnt there they also will be added same time as data

frandy

I have a similar problem.

In March, having looked at their website, I signed up for Virgin 30 + Unlimited Web Access tariff. Unfortunately Virgin seem to have a whole new dictionary definition for the term 'Unlimited', what they really mean is 1GB monthly fair usage.

I discovered this yesterday when I received a message to tell me my services had been stopped and to call customer services. When I did so they informed me I had exceeded the 1GB allowance and I owe them £240 for the exceeded data use. They are unable to tell me when I exceeded or give me any breakdown of the charges for a week leaving me without a mobile phone.

I was amazed on two counts;

1) I was under the impression I had Unlimited data.
2) I was given no warning prior to exceeding the 1GB usage.

I have since looked at their website and, unlike all of Virgin's competitors, can find no clear warning about fair usage on the tariff details. I did however, after almost an hour of searching, eventually find it hidden away in their terms and conditions.

I also checked my previous bill to view my monthly allowances and could only find minutes and texts, no mention of data/internet. A further call to Virgin revealed that the data allowance gets added after the bill is produced, so effectively will never be shown on paper....How the hell does that work!!!!

I fail to understand why a company is allowed to use the term 'Unlimited' when in fact it isn't, without making it absolutely clear. All other service providers make it very clear on their tariff summary that they have a fair use policy and they all notify you if you are nearing that limit.

I have been completely screwed over!!!!!!:mad::mad::mad: