Virgin Media has announced that it will reduce the premium rate charges to its technical support line by June, less than a year after they were originally introduced.
Virgin Media originally upped the charges to their broadband support line in order to reduce the number of irrelevant calls to the line. However, after a negative response to the move the 25p per minute line will now go back to a standard local rate 0845 number, or free by dialling 151 on a cable phone. Customers should expect to receive an email confirming the changes in April and May.
Speaking on the rate charge change, a Virgin Media spokesman said: “Whilst calls to the premium rate broadband support line are already refunded when there has been a fault with our network, perhaps that wasn’t clear.
“We have been working hard to improve customer service and listening to what our customers say, so will now be removing this charge from the outset.”
Source: The Register
Sphere: Related Content
well this is a step in the right direction, now virgin media bosses here’s a tip, make call centres uk based and actually give staff proper training, not ask them to read off a script, as that gets people nowhere and your staff become to feel like robots. Update your service status page more often and please put updates in order oh and make sure your live service status phone number tell people about the faults going on not to say at the very end please call our 25p per min service. Oh yeah and finally be more open about your download speeds for both ADSL and Cable users, cause clearly users here do not get what they pay for and you wonder why they either downgrade packages or leave all together. And on a final note agree a deal with sky, you allow them virgin 1 so expect to have sky one back in return and all the other lost channels.
rant over kind of lol
They have dropped the above charge but now their general support lines charge has been set to ONE POUNDS PER MINUTE. That’s outrageous!
general support is just that general ie nothing to do with the service more like people asking why their firewall doesn’t update, loads of companies charge £1 for general support PC World did at one stage, do not know if this is still the case. People need to face reality if you owned an ISP and people called with queries that had nothing to do with your company, you would enforce charges just to cover your costs in lost revenue whilst your advisors are dealing with non isp related problems.