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Thunderballs · 07-08-2008, 23:47

I have been a customer with Telewest/Virgin for over 10 years.

Until today I had their VIP package of V+ on full pacage wit SKY Sports and Movies, Unlimited Landline Calls and 20mg Service.

In July I got a letter from their Internet Security Team in Newport.

"We are writing to let you know that we've noticed emails being sent from your internet connection that can be deemed offensive.

Sending offensive emails is not allowed under the terms and conditions of your contract. It's important that these emails stop - otherwise we may have to suspend or cancel your Internet Service.

If you have any questions, just leave us a voicemail message on 01633 710 142 - If you leave your name and number we'll give you a call back, within one working day.

Yours sincerely,

[EDIT:Name removed]
Virgin Media"

Attached was a traceroute for an email one line which include the mispelt "F" word and asshole.

The email originated in a hotmail account and was sent to an gmail account - so it hadnt been sent from my virgin email address and indeed the hotmail account wasnt mine/in my name.

On receipt I had complained to customer services but was directed to the number of the voicemail given in the letter.

10 or so days later my intenet connection failed and after the usual rigmarole of checking it was nothing to do with a problem my side - rang tech support.

To cut a long story short, after many calls over a period of hours and reroutes to different departments it was ascertained a suspension had been placed on my account by th "Internet Security Team" and I was told to call their voicemail and leave a message.

I hit the roof !

They cut off my service so I can't work for an afternoon and then after hours of conversations trying to get them to work out why they have cut off my service I am told to ring a voiccemail.

I have to say I am well aware of customers that have been sent similar letters for downloading "copyrighted" materials but having the msnoop on emails alledgedly being sent from an internet connection and playing Mary Whitehouse was a new one on me - nevermind blaming me as the guy that paid their bill.

Eventually with some considerable digging I got the name of a [EDIT: Name removed]who undoubtedly needs some customer service training becasue he was furious i had made so much noise that I had gotten through to his department circumventing the voicemail by insisting customer services, technical support and "Customer Retention" variusly got me through to a real live person not a voicemail.

After a fraut conversation it was assertained that they were indeed kicking off about the mispelt F word in this email sent from a hotmail account to a third party organisation and the word asshole.

The only justification he had for sending me the letter and subsequently cutting me off was that someone had reported the email as offensive and he tried to have me believe it was his professional obligation to warn me as the account holder becasue I was contravening the T+Cs.

There was no suggestion that this email was part of a spam/hate/bullying campaign etc it was a one off.

During the conversation he said they had sent me another letter, which I had honestly not seen and this was to do with an offensive message left on the voicemail given in the letter and it was a combination of the above email and the message that was why my account was suspended.

He couldnt play me the voicemail but he did say that "[EDIT:Name Removed] was grossely offended by it" and I again reinterated I wanted my Internet service reinstating. At no time did I swear at him or loose my temper but by God after 3 plus hours of this i might well have done.

The conversation ended wit him demanding I made an apology for leaving the message and a commitment that I would not use their service to send potentially offensive emails (t oanyone) neither of which "offenses" I had personally "committed". When i pojt blank refused he saifd hed review the "case" in the morning and go from there. I was boiling.

After I put down the call - I di go and look at some of my "junk mail" and indeed found an unopened letter from virgin.

This letter was the one [EDIT:Name Removed] had been referring to. It read

"due to the highly offensive message that was left by yourself on our voice mail "can you please tell [EDIT:Name Removed]to go F""K himself" following our communication with you, we now require a full apology and retraction from you.

If we do not receive it we will suspend your Internet account without notice. We may then disconnect you if the apology is not forthcoming. In addition to the written apology we require a written commitment from you that you will in future abide by our Terms and Conditions.

You have 7 days to send the communication by email/fax or in writin. If we receive any more offensive messages from you, or if you abuse any other parties via our services we will remove all services from you.

If you then switch services to another provider and continue t oabuse that service we will also arrange for those services to be suspended &/or disconnected.

Yours sincerely

[EDIT:Name removed]
Virgin Media"

Needless to say I wasnt reconnected the next morning and although my name wasnt on this apparent voicemail or the email the guy who spoke to me "recognised my voice " funny becasue it was the first time id spoken to him and again demanded an apology or I was going to remain suspended.

My acount is now suspended - no BBand still, phone cut off , TV down to a minimum and several hours of more conversations have resulted in me being told the only course of action I have is call the voicemail !

I have taken the other one - Im off.

Edited to remove staff names.Please remember to edit any further communications that you post here.

07-08-2008, 23:47	#1
Thunderballs Inactive Join Date: Dec 2005 Posts: 53	Disconnection for abuse I have been a customer with Telewest/Virgin for over 10 years. Until today I had their VIP package of V+ on full pacage wit SKY Sports and Movies, Unlimited Landline Calls and 20mg Service. In July I got a letter from their Internet Security Team in Newport. "We are writing to let you know that we've noticed emails being sent from your internet connection that can be deemed offensive. Sending offensive emails is not allowed under the terms and conditions of your contract. It's important that these emails stop - otherwise we may have to suspend or cancel your Internet Service. If you have any questions, just leave us a voicemail message on 01633 710 142 - If you leave your name and number we'll give you a call back, within one working day. Yours sincerely, [EDIT:Name removed] Virgin Media" Attached was a traceroute for an email one line which include the mispelt "F" word and asshole. The email originated in a hotmail account and was sent to an gmail account - so it hadnt been sent from my virgin email address and indeed the hotmail account wasnt mine/in my name. On receipt I had complained to customer services but was directed to the number of the voicemail given in the letter. 10 or so days later my intenet connection failed and after the usual rigmarole of checking it was nothing to do with a problem my side - rang tech support. To cut a long story short, after many calls over a period of hours and reroutes to different departments it was ascertained a suspension had been placed on my account by th "Internet Security Team" and I was told to call their voicemail and leave a message. I hit the roof ! They cut off my service so I can't work for an afternoon and then after hours of conversations trying to get them to work out why they have cut off my service I am told to ring a voiccemail. I have to say I am well aware of customers that have been sent similar letters for downloading "copyrighted" materials but having the msnoop on emails alledgedly being sent from an internet connection and playing Mary Whitehouse was a new one on me - nevermind blaming me as the guy that paid their bill. Eventually with some considerable digging I got the name of a [EDIT: Name removed]who undoubtedly needs some customer service training becasue he was furious i had made so much noise that I had gotten through to his department circumventing the voicemail by insisting customer services, technical support and "Customer Retention" variusly got me through to a real live person not a voicemail. After a fraut conversation it was assertained that they were indeed kicking off about the mispelt F word in this email sent from a hotmail account to a third party organisation and the word asshole. The only justification he had for sending me the letter and subsequently cutting me off was that someone had reported the email as offensive and he tried to have me believe it was his professional obligation to warn me as the account holder becasue I was contravening the T+Cs. There was no suggestion that this email was part of a spam/hate/bullying campaign etc it was a one off. During the conversation he said they had sent me another letter, which I had honestly not seen and this was to do with an offensive message left on the voicemail given in the letter and it was a combination of the above email and the message that was why my account was suspended. He couldnt play me the voicemail but he did say that "[EDIT:Name Removed] was grossely offended by it" and I again reinterated I wanted my Internet service reinstating. At no time did I swear at him or loose my temper but by God after 3 plus hours of this i might well have done. The conversation ended wit him demanding I made an apology for leaving the message and a commitment that I would not use their service to send potentially offensive emails (t oanyone) neither of which "offenses" I had personally "committed". When i pojt blank refused he saifd hed review the "case" in the morning and go from there. I was boiling. After I put down the call - I di go and look at some of my "junk mail" and indeed found an unopened letter from virgin. This letter was the one [EDIT:Name Removed] had been referring to. It read "due to the highly offensive message that was left by yourself on our voice mail "can you please tell [EDIT:Name Removed]to go F""K himself" following our communication with you, we now require a full apology and retraction from you. If we do not receive it we will suspend your Internet account without notice. We may then disconnect you if the apology is not forthcoming. In addition to the written apology we require a written commitment from you that you will in future abide by our Terms and Conditions. You have 7 days to send the communication by email/fax or in writin. If we receive any more offensive messages from you, or if you abuse any other parties via our services we will remove all services from you. If you then switch services to another provider and continue t oabuse that service we will also arrange for those services to be suspended &/or disconnected. Yours sincerely [EDIT:Name removed] Virgin Media" Needless to say I wasnt reconnected the next morning and although my name wasnt on this apparent voicemail or the email the guy who spoke to me "recognised my voice " funny becasue it was the first time id spoken to him and again demanded an apology or I was going to remain suspended. My acount is now suspended - no BBand still, phone cut off , TV down to a minimum and several hours of more conversations have resulted in me being told the only course of action I have is call the voicemail ! I have taken the other one - Im off. Edited to remove staff names.Please remember to edit any further communications that you post here.