virgin 25p customer service?

msampson

i hope somone may be able to answer a question about virgin medias new 25p per minute charge.

if you do not have virgin media phone line how do they credit any refund for the phone charges if it is there fault and you have a bt phone line?

do they credit your broadband acct for the amount?

thanks for any help and advice anyone can give me.

BexTech

They credit it to your broadband account, though with some call centre staff you have to prompt them to refund, they have a habit of 'forgetting' about the refund.

If your broadband is flaky, but you still have access then their support via newsgroups is excellent - saves paying to call in.

virginmedia.support.broadband.cable

Also a look on http://status.virginmedia.com to see if any problems are listed.

If you have no internet access at all then, it's call the 0800 561 0061 line first to see if any faults are known. As they won't refund if the fault is listed on the service status line or webpage. Though it takes a few reports from customers with the same fault before they get listed, so you may be stuck where there is no fault showing and them saying the fault isn't their end.

elliediz

my mother virgin broadband has been down for over 2 weeks - she unable to ring 0906 number cause they barred off her phone - Ive tried but no reply - (not that it would help as I am not in front of the computer) - spoke to virgin customer services today - all they said ring 0906 !!!!!!
What an load of pratts - bye bye virgin!!!!!!

BexTech

Phoning up and getting put through to cancellations (retentions) and telling them you might as well cancel all my services because your broadband has been down for 2 weeks and you are unable to get through to anyone to fix it, you'll usually find they will be pretty quick to get it up and running again.

marleyboy

I had to call the scamline to report yet another fault on their service, and on asking about refunds regarding my BT line, they said they only refund VM lines. In effect, so long as you call using the Virgin Media phoniline, only then are you entitled to a refund. OUTRAGIOUS!

BexTech

marleyboy wrote: »

I had to call the scamline to report yet another fault on their service, and on asking about refunds regarding my BT line, they said they only refund VM lines. In effect, so long as you call using the Virgin Media phoniline, only then are you entitled to a refund. OUTRAGIOUS!

Yeah, they do try to wriggle out of paying, call up customer services (0800 073 0399) and tell them they refused to refund the call when it was their fault.

They are meant to refund you at the cost it would cost from a Virgin Line, so you'll make a few pennies on the call if you have called from a BT line.

It doesn't matter which provider you use to call with they will refund the call to your cable bill - this being your broadband bill if you don't have their telephone.