Virgin Media email, not a happy bunny.

  octal 17:49 25 Jun 2007
Locked

I've just received this from them:
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Hello,

>From 1st July, our broadband helpline number is changing and from then on it'll cost 25p per minute to call from a Virgin home phone, plus 10p to connect. Mobiles and other networks may vary. The new number is 0906 212 1111.

Over and above this, we want to make it quicker and easier for you to find the information you need. So when you need help, here's what to do:

Step 1

If you're having trouble with your broadband service, for example if it's running slower than it should be, or you're having trouble seeing certain pages, the first thing to do is switch off your computer and modem, then restart it again. This may repair any basic faults right away and get you back up and running quickly.

Step 2

If that didn't work, the next thing to do is call our service status line on 0800 561 0061 to find out if there's a problem in your area. It's absolutely free. Or if you still have access to the internet, you can visit our help site. It's at click here

If you have questions about things like how to set up your email account or how to sort out your internet security, you'll find the answers online too.

Step 3

If you can't find what you're looking for online, or you can't look online, then you can call our new broadband helpline.

We have over 200 Virgin Broadband experts ready to help if you're having issues with your Virgin Broadband modem or service. So they can help you faster, you'll need to have your account details to hand and be at your computer.

If you have a question about equipment that hasn't been supplied by Virgin Media, like your computer or your Blackberry, then you'll need to get in touch with your manufacturer or you can call the PC helpline on 0906 991 0001. It costs £1 a minute plus 10p to connect. Mobiles and other networks may vary.

We hope that helps and that you continue to enjoy the same great service!




The Virgin Media team




Virgin Media is the new name for NTL, Telewest and Virgin.net.

For more information about us, or to view our privacy policy, please visit the links below:

Privacy - click here
About Us - click here
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
I've just emailed them and told them what they can do with their 25p per minute phone call if I get problems, I won't be calling an 0906 premium rate number because they are blocked on my phone, I'll just dial another service provider, cancelling my package with them at the same time.

  GaT7 18:05 25 Jun 2007

I received this today & 10 days ago as well.

I've only had to call a handful of times since I joined them 2 years ago.

Once they couldn't help me with a connection problem, so I posted at the ntHell forum (now CableHell click here) & they sorted me within an hour. The solution wasn't that simple but one would've thought their tech support of all people would know.

If I have a problem again I know where to go, & it's free. I would advise others to do the same as well. G

  octal 18:31 25 Jun 2007

The trouble is I've had to call them twice in the last couple of months to reset my connection because of problems at their end, the last time it took 20 minutes to sort out on the phone, I don't intend to pay £5 for them to sort their problems out, nice little earner for them. Anyway, 0900 numbers are blocked on my phone, so I can't call them anyway, so that's the end of VM if my connection goes wrong.

  birdface 09:33 26 Jun 2007

Easy solution, Try Sky.

  octal 12:35 26 Jun 2007

I won't try Sky I will switch over to them and use them, that's what I've intimated in my email to VM.

  Demora 13:06 26 Jun 2007

We only have broadband from Virgin as there isn't cable in the road. I've had NO trouble with them so far and to be honest they are a bit more reliable than v21 ever were.

D

  octal 18:40 03 Jul 2007

I had a phone call from them, unfortunately I was at work they said they would call back, I'll see what they've got to say for themselves when they do.

  Jackcoms 18:48 03 Jul 2007
  octal 18:57 03 Jul 2007

Yes, all very well moaning about it, but the original OP doesn't seemed to have complained about it to VA, no good moaning without action.

  octal 19:04 03 Jul 2007

Just notice the wrong company, it should have been VM, not VA.

  octal 15:21 11 Jul 2007

Had a call from VM this afternoon.

Apparently if you call the 0906 number and the problems is VM's then the cost of the call is credited to you. According to Sean at VM it's to stop the large number of spurious calls they were getting not related to faults, fair enough answer, but I asked Sean why they wasn't that made clear in the email? He agreed that was a problem they should have put in the email.

The other issue about me having 0900 calls bared, he asked what my pin number was, I said I wasn't given one, so he set that up for me, so at least I can call them if my connection goes on the blink.

He did mention in passing, even they have trouble calling tech support because they are on a commercial system with 0900 numbers blocked.

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