Have reported Virgin Media to BBC Watchdog - do the same - Page 2

Mick Fisher · 07-12-2009, 00:38

This place is full to the rafters of VM PR droids.

You just have to live with it and ignore them.

talklifeforums · 08-12-2009, 06:30

You guys are crying cause u getting 49mb? i am on 20 mb and i am only getting

Look at the average and u would know who is getting more

i want my money back

dougthrow · 11-02-2010, 23:16

My Fiancee has been charged over £500 due to double charging, Virgin have not bothered to come back to her, all calls have been from us. After a month they have closed the complaint and said she can calim £180
(12 months max). They are bascically stealing from customers and getting away with it. Looking at the threads Watchdog will be getting another complaint about virgin. OFCOM are a waste of time.

Digital Fanatic · 12-02-2010, 00:12

Quote:

Originally Posted by dougthrow

My Fiancee has been charged over £500 due to double charging, Virgin have not bothered to come back to her, all calls have been from us. After a month they have closed the complaint and said she can calim £180
(12 months max). They are bascically stealing from customers and getting away with it. Looking at the threads Watchdog will be getting another complaint about virgin. OFCOM are a waste of time.

What do you mean by "double charging" ? Can you explain a bit more? Maybe one of us can help you.

dougthrow · 12-02-2010, 09:19

They were charging for Broadband and Dial Up. My other half did not spot it, they admit it was and error, but say they only have to pay back 12 months. Not the full 36 months. You can not talk to a complaint team person or manager. Only the call desk. Even then you have to write to them to claim the 12 months. Seems a bit slack and contradictory to ISO 9001

Rainman · 12-02-2010, 11:34

Quote:

Originally Posted by dougthrow

They were charging for Broadband and Dial Up. My other half did not spot it, they admit it was and error, but say they only have to pay back 12 months. Not the full 36 months. You can not talk to a complaint team person or manager. Only the call desk. Even then you have to write to them to claim the 12 months. Seems a bit slack and contradictory to ISO 9001

If they have admitted this then they have admitted its their problem. Then go to the CAB and get advice about taking them to the small claims court to get your money back. If you have home insurance you may have legal advice too so them may take up your claim.

**Kymmy** · 12-02-2010, 11:35

So your Fiancee doesn't check her bills??? Surely the extra would have easily been noticable?

Not saying that it isn't VM's fault but honestly the mistake should have been noticed at least by her within a couple of months never mind 3 years

Digital Fanatic · 12-02-2010, 12:46

Quote:

Originally Posted by dougthrow

They were charging for Broadband and Dial Up. My other half did not spot it, they admit it was and error, but say they only have to pay back 12 months. Not the full 36 months. You can not talk to a complaint team person or manager. Only the call desk. Even then you have to write to them to claim the 12 months. Seems a bit slack and contradictory to ISO 9001

As much as I can see from your post that you may of been getting charged for dial-up as well as broadband... a couple of things spring to mind...

1st.. how did it take 3 years to spot the mistake on the bills?

2nd.. it is common practice for any mistake to be credited back to a maximum of 12 months only as it deemed a reasonable amount of time to spot any mistake.. it's the same with gas, water and electricity bills. VM will have fulfilled the obligation in this case even if they admitted a mistake has been made.. I'd very much doubt you'd get anywhere taking this any further.

Maybe you should get proper legal advice from CAB? At least you know where you stand then.

newbie1001 · 12-02-2010, 13:08

With the way virgin media confuse people how discounts etc are applied it is hardly surprising a mistake could be made. The bills could be made a bit easier to read than in thier current format.

**Kymmy** · 12-02-2010, 13:17

Yeah but if your bill was £15 more than what you expected or contracted for you'd soon have a moan

dougthrow · 12-02-2010, 13:24

Thanks all,
If your not that IT aware you might not spot that Broadband and Dial up don't go together. As soon as she mentioned it to me, I noticed it. They might have fulfilled the obligation under the guidlines, but they have in effect taken money that is not theirs.
I'll look into CAB etc.

Cheers

Rainman · 12-02-2010, 15:00

Quote:

Originally Posted by Digital Fanatic

As much as I can see from your post that you may of been getting charged for dial-up as well as broadband... a couple of things spring to mind...

1st.. how did it take 3 years to spot the mistake on the bills?

2nd.. it is common practice for any mistake to be credited back to a maximum of 12 months only as it deemed a reasonable amount of time to spot any mistake.. it's the same with gas, water and electricity bills. VM will have fulfilled the obligation in this case even if they admitted a mistake has been made.. I'd very much doubt you'd get anywhere taking this any further.

Maybe you should get proper legal advice from CAB? At least you know where you stand then.

Vm sent me a leaflet in May 2009 to say about the good news that it will be changing their broadband to 10m ,there was nothing to say they will be charging an extra £2 a month. Now all the people in Bristol I know on VM still have not been told of this increase and there is nothing on the bill to say the same, that's how people are misled about the price. Its only obvious if some one ask for a change from Dial up to broadband you don't think you will keep dial up.

**Kymmy** · 12-02-2010, 15:02

A lot of people kept dial-up when getting broadband at home, especially anyone travelling up/down the country often. Today they tend to use mobile internet but a few years ago this was slow and unreliable

Welshchris · 12-02-2010, 16:15

Virgin r brilliant for messing up billing and blaming the customer.

When i moved in November 2008 my account was transferred to the new address and almost 4 months later i recieves a warning letter from them saying i owed like £160 as i hadnt paid my bill. I rang them up and said what the hell was it about as i pay via direct debit and they claimed i had cancelled my DD when i switched the account to new address. They were adament it was MY FAULT and not theirs until i got a letter from the bank showing my DD was still active there at the bank so it was down to admin at Virgin for all the bother.

**Hugh** · 12-02-2010, 17:50

Welshchris, you are right that the billing is at fault, but didn't you notice you weren't being billed, or that the money wasn't being taken out of your bank account?