Strange one.. Virgin Customer Service call

Blackened · 22-07-2011, 19:31

So, the family just sat down to tea and a very pleasant lady from VM calls to tell me she can save us some money on our phone bill.. Ok, go ahead I say.
Our systems show you made aprox 54 mins of UK landlines calls last month and did we know that..
Hold up. We're making how many minutes of calls?
54 minutes Mr Bloggs.
Oh. Do you have a breakdown of the calls there?
Yes, sure. You made, err. 9 seconds there, 3 minutes there and 6 minutes there. Umm.. I'm not.. Just a minute.

I said look, we make nowhere near that as we have free mobile minutes with my company. How many minutes is that - 9 or so?
Yes.
So how did we get from 9 to 54??
I'm not sure. We have two systems you see, an online one and a database one and there's obviously been some mix up of some kind.

There follows some profuse apologies from the young lady and my insisting there's absolutely no need, have a good night but have someone look into that..

007stuart · 22-07-2011, 19:46

I too have had a call from someone purporting to be from Virgin saying that she could save me money on my phone bill. The lady asked me for a couple of letters from my password and at that point I stopped the conversation and advised her I will not give out that information. She said she was part of a phone review team however when I phoned Virgin they could not see any outward bound call on my account. I would recommend that no-one gives out personal data as you have no guarantee that the person is who they claim to be.

Strangley the call centre operator I spoke confirmed I had the best deal available and that they do call customers, seems trhgey need to check their data and give the customer a call back no and call reference to avoid confusion.

Blackened · 22-07-2011, 20:55

I too was asked for those two letters of my password. I wasn't worried - it's quite an obscure affair. She could give me specific details of my account though (she told me what bundle I have and who I call the most) so 100% certain it was VM.

Mick Fisher · 23-07-2011, 13:59

Just refuse to deal with cold callers whether on the doorstep or on the phone.

They are all time wasting pests.

Murk · 30-07-2011, 11:18

I have been getting the calls from Virgin lately, sometimes 6-7 times a day!

Sirius · 30-07-2011, 11:36

Quote:

Originally Posted by Murk

I have been getting the calls from Virgin lately, sometimes 6-7 times a day!

That's illegal is i remember correctly. Is there not a max number of calls a day from the same company

New to cable · 30-07-2011, 13:12

Be very careful at the moment with Virginmedia try to get you to change your phone package.

Some users have a great package for international calls, Virginmedia have changed this package so calls to some countries go from 2p a minute to 20p a minute.

So just be very careful with VM cold calls and make sure you know if you're entering a new contract and what services will change on the new contract.

---------- Post added at 13:12 ---------- Previous post was at 13:11 ----------

Be very careful at the moment with Virginmedia try to get you to change your phone package.

Some users have a great package for international calls, Virginmedia have changed this package so calls to some countries go from 2p a minute to 20p a minute. The customers are finding once after the new great offer from Virginmedia they have lost the old international calling deal and now pay upto 200% more according to what some users on here have posted.

So just be very careful with VM cold calls and make sure you know if you're entering a new contract and what services will change on the new contract.

Jameseh · 30-07-2011, 17:41

Quote:

Originally Posted by New to cable

Be very careful at the moment with Virginmedia try to get you to change your phone package.

Some users have a great package for international calls, Virginmedia have changed this package so calls to some countries go from 2p a minute to 20p a minute.

So just be very careful with VM cold calls and make sure you know if you're entering a new contract and what services will change on the new contract.

---------- Post added at 13:12 ---------- Previous post was at 13:11 ----------

Be very careful at the moment with Virginmedia try to get you to change your phone package.

Some users have a great package for international calls, Virginmedia have changed this package so calls to some countries go from 2p a minute to 20p a minute. The customers are finding once after the new great offer from Virginmedia they have lost the old international calling deal and now pay upto 200% more according to what some users on here have posted.

So just be very careful with VM cold calls and make sure you know if you're entering a new contract and what services will change on the new contract.

I'l be doubly careful then.

Zanny · 03-08-2011, 10:48

had a similar call last week. The purpose was to try and get me to buy a ten pound addon so we could get 600 minutes to phone mobiles a month. I pointed out between two mobiles I already have 300 mins a month so kindly declined their offer.

Blackened · 03-08-2011, 11:39

To be fair, the OP wasn't a complaint about marketing calls - I'm not sure how that might have been lost in the thread.

I was highlighting the fact that VM had called me to tell me that for a few more quid, I could benefit from another package as I made 54 minutes of landline calls, when I had in fact made only 9 mins of calls.

This I consider to be quite a big error margin and worthy of a post.

Anyone not particularly on the ball about their telephone usage might have accepted the offer, when in fact they clearly didn't need to. I thought it was worth a heads-up for any potential recipients of a marketing call along these lines.