VENT Virgin phone bills.

knightstyle

So my MIL is 93 and has Virgin for her home phone, she pays £34.94 for a package giving free calls to land lines 24/7.
But because she calls mobiles her latest bill is £69.52!
We have only just found out about this and are trying to do something about it.
For £7 extra calls to mobiles would be free but Virgin keep taking lots of money when they could recommend her to take out the higher package.
Plus I can see some landline, 01, calls are charged WHY?
A directory enquiry call lasted 2.31 minutes and cost £8 !!!!!!
Have been trying to complain but we are abroad so can't phone, For several days the online chat has been busy. AAARRRGGGHHH

Zeitgeist

The calls to 01 land-line numbers might be over 60 minutes, at which point they get charged. The trick is to hang up and redial, just before the 60 minutes are up, but it's not always easy to remember. :-)

Can you ask your MIL to call Virgin up, select the "thinking of leaving" option and say the bill is too high, and see what offers they give her, including the mobile numbers inclusive option.

I thought the Virgin directory enquires (118 180) was free to be honest (10 free calls per day limit applies). Or is your MIL using an alternative number?

bargainbetty

With directory enquiries, you get the option to be connected directly, but they don't mention the highly inflated cost or the fact that it is not included in your package. Your MIL must have pressed the button to be connected, and the charge is made by the directory provider.

She could call Virgin and ask to be added to have the mobile package added. It is not actually their responsibility to contact every customer and suggest changes, and they tend not to except at contract renewal - they are a business and there to make money. Complaining might get you a month free, but little more, and being harsh to them on the phone won't even get you that!

knightstyle

Yes, I know all that but she is 93 and hard of hearing so cannot hear or understand the Virgin people when she rings them!
Virgin do not itemise which directory enquiries she is using:
06 Feb 14:34 DIR ENQ 0:02:31 £8.000
06 Feb 14:37 DIR ENQ 0:01:44 5.850
Have been trying for two days to get onto the Virgin chat but it it is always busy!
I'll try the I want to leave option and see if I can get through.
Why isn't there an email contact?

Edut just tried the leaving us and have to ring an 0845 number, impossible from here. AAARRRGGGHHH.