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Virgin hikes support call charges
Posted by: eusty on Tuesday, June 12, 2007 - 09:57 PM
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Virgin Media has announced that its technical support helpline will
become a premium rate line from 1 July, pushing call costs up to 25p per minute
and this includes calls from a Virgin landline.
The problem according to them is that less than half of it's calls are about
broadband and it thinks changing to a 0906 number will deter callers. But any
user who has the patience to navigate a myriad of menus and then wait for a call
to be answered obviously has a problem that needs solving.
The cost of the call for help may deter callers but also could backfire
and scare off potential customers, something which broadband comparison site Broadbandchoices highlighted.
| "This won’t win them any points against rival Sky whose
technical line is 8p a minute." "Although they promise to call you
back if the call is longer than 20 minutes, a reoccurring problem
could end up being very expensive - especially if you don’t have a
landline and have to call from your mobile."
"If the fault is with their equipment you should definitely ask to
have your call costs refunded, this will be at the discretion of the
technical support agent you speak to, but be persistent and ask to
speak to a manager if necessary." |
| Chris Eagle, BroadbandChoices.co.uk commercial manager |
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