Re: Virgin Media premium rate help line - take action now

In article <2eidnfXvnv9XkujbnZ2dnUVZ8rKdnZ2d@xxxxxx>,
nospamclayton@xxxxxxxxxxxxxx says...

"xscope" <google@xxxxxxxxxxxxxxxxxx> wrote in message
news:1182016196.990449.101880@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
As has been discussed elsewhere, Virgin Media are changing their
broadband helpline to a premium rate number.

This is clearly ludicrous, frankly I object to paying a company to
report a fault with their service.
- i.e. the worse their service, the more money we pay.

It's very simple to complain to Offcom at
http://www.ofcom.org.uk/complain/internet/issues/phone/

Sample complaint text :-
"I received an email today from Virgin Media stating that as of the
1st July, if I wish to report a fault with my broadband service, I
will have to call a premium rate phone line.
The following web site details this change :-
http://www.virginmedia.com/help/broadband/broadband-helpline-number.php

I feel it is completely unfair and unjustified to expect me to pay a
company to report a fault with their service."

I'd hope the more complaints Offcom receive, the more likely they'd be
to take action.


Then what they do is introduce problems into their verification service.
You then spend hours along the lines of : -


I can't get online, because your server won't validate my password.
Have you tried looking your problem up on the web?
but I can't get online...

I can't get online, because your server won't validate my password.
What is the specification of your computer?
Which version of windows / explorer are you using?
What service packs have you installed?
Have you done a virus scan?
Did you have a Sinclair ZX81 when you were a little boy?
etc.

I can't get online, because your server won't validate my password.
Your call is valuable* to us, please hold on...


* yep 25p per minute!


I wonder if you could successfully argue any of the following paragraphs
from ICSTIS Code of Practice

5.4.1 Services and promotional material must not:
a mislead, or be likely to mislead in any way,
b take unfair advantage of any characteristic or circumstance
which may make consumers vulnerable.
5.4.2 Services must not be unreasonably prolonged or delayed.

Adjudication at
http://www.icstis.org.uk/consumers/adjudications/default.asp?id=312
&node= confirms that being put on hold when busy breaches 5.4.2 above.

I would also think that 5.4.1.b could successfully be argued.

.

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