Virgin Mobile min/texts 300/300 no rollover from 28 april 08 - Page 5

**Jefferson T** · 29-03-2008, 15:56

Quote:

Originally Posted by Mick

I want efficient and effective means of communication - a text doesn't cut it for me, I find it lacks professionalism thank you very much and I am entitled to feel aggrieved by it.

I have yet to get this text, but what irritates me is that I am lucky in that my phone can / will read it out to me.

Some people may well not have that on their phone.

Also every time virgin change something like this they don't inform me in a format I can access, which they should as they know about my disability (I get large print bills alreaday).

I don't find a text a very good way of informing people at all.

**Mick** · 29-03-2008, 16:09

Quote:

Originally Posted by WHISTLED

Well done in establishing tone from simple text with no indicators of there being any(Caps, excessive punctuation, bold text, graphics etc)

No-one has said your not entitled to feel aggrieved, thats your personal (and others) view on the situation. As this is a forum I would have though that varying views and discussion were expected and respected?!

Why the hell should I respect your views when you have disrespected other peoples views?

I am tired of people throwing out that I am a mod and I should watch what I say, forget it - it will never happen - I believe I am entitled to my views as long as I apply to the rules I set on others, there should be no issue.

Quote:

Originally Posted by WHISTLED

I said its a small change as in the number of terms that have changed and not in reference to the impact on you or any other customer. My point was that a single ammendment can fit on a text whereas a major change to tarriffs of a full revision of the t+c's could not.

And I said it is not a small change. Its a significant change to me.-end of story.

BenMcr · 30-03-2008, 15:57

Quote:

Originally Posted by Mick

This I find completely unacceptable - A text is not the correct way to deal a blow, a change to service to the customer - its a bit late them now sending the letter, waste of a tree don't you think? Now that I and others have been told in such an inappropriate and stupid manner.

Would it have been better if the letter came out first FOLLOWED by the text?

The website on the text is here btw http://www.virginmobilepeople.com/300300/

And just to point out how other companies do things. I'm with be internet. Recently they changed their terms and conditions. I have had no written confirmation of this at all. What I did get however, was an e-mail with a copy of the terms attached and a text saying they have changed the terms and conditions.

So Virgin Mobile are not unique in using texts in this way

**Mick** · 30-03-2008, 16:10

Quote:

Originally Posted by BenMcr

Would it have been better if the letter came out first FOLLOWED by the text?

Well the text wouldn't be needed if they sent a letter, seems rather a waste of resources doing both which are they doing anyway - I just think a text informing someone of some bad news or a change of service that results in the removal of a feature, is not the proper way to communicate on a professional level.

I used to recommend lots of people to Virgin Mobile as their customer service was up to good standards but this sorry state of affairs has left a bitter taste in my mouth that I am not bothered if I have to pay that bit more on another provider.

BenMcr · 30-03-2008, 16:31

I just don't see what the big hang up over the text is as long as that isn't the only communication they have sent.

I didn't think Virgin Mobile sent paper bills out, so most customers would be used to other communication methods.

As it is, they have sent a text, sent a letter AND put up a website. I don't see how covering all the avaliable communication methods is a BAD thing

For customers who don't read the text, they get it in writing.

For those who don't read the letter, they get a text.

For those customers who don't read the text OR the letter, well then that is their fault

Also there are probably alot of people who have the SIM but aren't the registered account holder. Therefore it could be the son/daughter that has the SIM but Virgin would write to the Dad/Mum. At least sending both, everyone gets the message

---------- Post added at 16:31 ---------- Previous post was at 16:17 ----------

And not to mention if they HADN'T sent a text or done the website you would have people posting on here

'I never got the letter' 'I thought it was junk mail so I threw it away' etc

snazzy · 30-03-2008, 17:16

I couldn't give rats @!”£ about the method of conveying the message. This is a major change of contract/service. If this had been people on 4meg BB and it had just been dropped to 2meg they'd be just as much stink. The thread is really to do with the change and not the method of message delivery.

**Mick** · 30-03-2008, 18:45

Quote:

Originally Posted by BenMcr

I just don't see what the big hang up over the text is as long as that isn't the only communication they have sent.

The hang up is that it is unprofessional to communicate such changes via text - I don't know how many more times I can say this and as I have already pointed out - its pointless sending out a letter, after they have sent the text, it's just a waste of paper and ink.

Quote:

Originally Posted by BenMcr

I didn't think Virgin Mobile sent paper bills out, so most customers would be used to other communication methods.

They send out paper bills as I get one every month.

Quote:

Originally Posted by BenMcr

As it is, they have sent a text, sent a letter AND put up a website. I don't see how covering all the avaliable communication methods is a BAD thing

Because they sent the text first before the other two methods which would have been the professional thing to do in the first intance.

Quote:

Originally Posted by BenMcr

For customers who don't read the text, they get it in writing.

For those who don't read the letter, they get a text.

For those customers who don't read the text OR the letter, well then that is their fault

You are missing the point - No company who changes a massive aspect about their services, should be communicating this change via text and a rather vague one at that.

Quote:

Originally Posted by snazzy

The thread is really to do with the change and not the method of message delivery.

The thread is and can be about both.

Sirius · 30-03-2008, 18:54

My feelings are that this is the start of the New way Virgin will do things. Top of that list is that they seem to have decided they dont give a flying whatsit about their customers and how they communicate with them.

In the last month they have made me WANT to leave them, Why

No Linear HD STILL.

About to sell our private data to a spyware company.

And now this totally unprofessional way of communicating with their paying customers.

**Jefferson T** · 30-03-2008, 18:56

Quote:

Originally Posted by BenMcr

For those customers who don't read the text OR the letter, well then that is their fault

Do you think that's true in all cases?

BenMcr · 30-03-2008, 20:19

Quote:

Originally Posted by Mick

The hang up is that it is unprofessional to communicate such changes via text - I don't know how many more times I can say this and as I have already pointed out - its pointless sending out a letter, after they have sent the text, it's just a waste of paper and ink.

I accept that maybe they should have done it the other way round, and I shall mention that when I can so they look at it in future.

Quote:

They send out paper bills as I get one every month.

OK, I don't cos I'm on PAYG with them and as it is more like a PAYG SIM than a contract SIM i though it was the same.

Quote:

You are missing the point - No company who changes a massive aspect about their services, should be communicating this change via text and a rather vague one at that.

But the message also has a weblink in it, which has the details in full.

Quote:

Originally Posted by Jefferson T

Do you think that's true in all cases?

Of course I don't but what else would you want Virgin to do? They have written to all customers (in two forms) and posted a website.

Physically phone up every customer and tell then? Then you would have people posting on here going "I've recieved a phone call of this bloke, is it genuine? I didn't give Virgin permission to phone me!"

At some point there has to be an expectation by a company that customers are going to read what they send them

**Jefferson T** · 30-03-2008, 20:22

Actually in the cases where the customer can't do either (and virgin know about it) yes I'd expect a phone call.

As for 'Of course I don't' well you made the blanket statement so I was asking you to clarify what you meant which you did.

**Mick** · 30-03-2008, 20:23

Quote:

Originally Posted by BenMcr

Of course I don't but what else would you want Virgin to do?

Send a letter which informs them of a change to terms - like every other normal company does. Not a text, sent first hand.

Getting back to the change - it would seem this is only happening on the Virgin Media cable deal. Those on other tarrifs still get their rollover minutes.

Sirius · 30-03-2008, 20:25

Quote:

Originally Posted by Mick

Send a letter which informs them of a change to terms - like every other normal company does. Not a text, sent first hand

Getting back to the change - it would seem this is only happening on the Virgin Media cable deal. Those on other tariffs still get their rollover minutes.

So it is Cable customers yet again that are getting shafted ?.

**Mick** · 30-03-2008, 20:27

Quote:

Originally Posted by Sirius

So it is Cable customers yet again that are getting shafted ?.

Yes it would seem so.

BenMcr · 30-03-2008, 20:27

As I think I've said before, it is only the 300/300 cable deal that is affected.

The other cable deal which is a 100/100 with a free phone (and 12 months contract) is not affected

The new liberty SIM (not cable exclusive) http://www.virginmobile.com/vm/paymonthlySimOnly.do also doesn't have rollover mins

The T&Cs from the website for Pay Month SIM only says

Quote:

2. No Carry over: Any unused allowance in your Bundle remaining at the end of a month will be lost and will not carry over to the following month

So it looks like it is NOT just the cable deal that is affected, only the rolling 30 day contract Pay Monthly SIM only deals