March 20, 2008

Off Topic: VM Broadband support

Anyone who has trouble with their Virgin Media Broadband service will be pleased to hear that the ridiculous premium charge for Broadband support is to be dropped. Here's the story from The Register in full:

Virgin Media will drop premium rate charges to its technical support line in June, less than a year after they were introduced, the firm has confirmed.

An email doing the rounds inside VM says the move last summer to discourage irrelevant calls to the broadband support line has not gone down well. It confirms that the 25p per minute line will revert to a standard local rate 0845 number, or free by dialling 151 from a cable phone.

"This year, one of our key aims is to delight our customers by improving customer service - and boy are we serious about it," the author gushes.

Customers will be emailed about the changes in April and May.

A Virgin Media spokesman said today: "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."

As someone who has a problem every evening when my 20Mb BB falls below 6Mb, I'll be hot on the blower as soon as it's free. Enjoy a happy Hi Def easter everyone!

2 comments:

Carol Steele said...

"As someone who has a problem every evening when my 20Mb BB falls below 6Mb, I'll be hot on the blower as soon as it's free. Enjoy a happy Hi Def easter everyone!"

I'm glad I'm not the only one then. Recently this is what appears to be happening for me - even though I'm nowhere near the capping levels

David said...

i didn't think traffic shaping on VM broadband had anything to do with capping levels.

I was under the impression that after 6pm or whatever it is the comms rates go down for everyone