Cable Forum - View Single Post - Virgin Media Equipment has Been Compromised

Adam B · 15-09-2009, 17:29

Hi
Update:
Ive spoken to a representative at Virgin Media and he tells me that the Compromising of equipment is most probably Mux hacks. This is an ongoing problem for them month in month out.
Ok
I am fighting the AIT retentions for my companies as Virgin is still collecting the revenue for these numbers whether there is a "Mux Hack" or not. I can proove that Virgin is collectiong these revenues as I have paid my bills that have these very numbers that Virgin is claiming to be called via compromised equipment. I ahve been told that as a customer I would have to individually contest calls to those numbers and then go through a complaints procedure to get some sort of compensation.

I called Virgin Media as a residential customer on 09/09/09 and was told that I would have to write a letter to an address in Swansea to contest my bill. I questioned the numbers tha Virgin themselves have said in a statement to the industry:

"We suspect all are artificially inflating traffic by compromising Virgin Media equipment"

That is their own statement to BT Wholesale in defence of not paying their bill.

BUT I have these numbers on my residential bill and I have paid my bill. Agian I am told to go through the official complaints procedure in writing. So if I dont (and some people wont bother or give up) then Virgin pockets the revenue 100% profit.

This cant be legal. Virgin collecting revenue on calls that it claims are a result of compromised equipment.

After my initial enquiry as a residential customer on 09/09/09 the only way foreward is to write a letter to the Swanse address and see what happens.

Today 15/09/09 I have spkent to a Virgin Media cheif executive about this, I was told again that each individual must complain individually about numbers they dont recognise on their bill.

Hang on, not 100% of these customers will complain or follow it up, again big big profits for Virgin who dont automatically credit the accounts in question over calls they claim are a result of compromised equipment.

later today approx 3.00pm my entire home residential Virgin Media account was suspended. Broadband, TV and phone all suspened. I called customer services to find out what had happened. They told me

"Your account has been suspended as you made a statement to us that you are reufusing to pay us"

I couldnt believe what I was hearing, so if you make a complaint or dispute thats what happens. Account suspended.

I called the chief exec again at Virgin, he looked into the account and came back to me his explanation was different he told me it was a result of my bank payment not going through and they needed payment. I asked him why customer services had told me differently to which he told me that they didnt read the account notes properly. I paid him for services he said I owed to Virgin Media and he said he would lift the suspension.

That payment included ONCE AGAIN a payment for numbers on my bill which Virgin media keep saying are a result of compromised equipment. So once again even the contact at Virgin Media whch was given here is also happy to take payment for calls that have been made to numbers via compromised equipment.

So Virgin are still collection thousands of pounds on calls that they are disputing in the trade.

This cant be legal. I have received no credit for these calls and I suspect hundreds of other customers havnt either.

The call I made to Virgin on 09/09/09 I have recorded and will put on youtube as evidence that Virgin deny any knowledge of equipment being compromised but then in the industry get out of paying their bills by saying it does go on.

This must be an OFCOM matter surely?

15-09-2009, 17:29	#27
Adam B Inactive Join Date: Sep 2009 Posts: 35	Re: Virgin Media Equipment has Been Compromised Hi Update: Ive spoken to a representative at Virgin Media and he tells me that the Compromising of equipment is most probably Mux hacks. This is an ongoing problem for them month in month out. Ok I am fighting the AIT retentions for my companies as Virgin is still collecting the revenue for these numbers whether there is a "Mux Hack" or not. I can proove that Virgin is collectiong these revenues as I have paid my bills that have these very numbers that Virgin is claiming to be called via compromised equipment. I ahve been told that as a customer I would have to individually contest calls to those numbers and then go through a complaints procedure to get some sort of compensation. I called Virgin Media as a residential customer on 09/09/09 and was told that I would have to write a letter to an address in Swansea to contest my bill. I questioned the numbers tha Virgin themselves have said in a statement to the industry: "We suspect all are artificially inflating traffic by compromising Virgin Media equipment" That is their own statement to BT Wholesale in defence of not paying their bill. BUT I have these numbers on my residential bill and I have paid my bill. Agian I am told to go through the official complaints procedure in writing. So if I dont (and some people wont bother or give up) then Virgin pockets the revenue 100% profit. This cant be legal. Virgin collecting revenue on calls that it claims are a result of compromised equipment. After my initial enquiry as a residential customer on 09/09/09 the only way foreward is to write a letter to the Swanse address and see what happens. Today 15/09/09 I have spkent to a Virgin Media cheif executive about this, I was told again that each individual must complain individually about numbers they dont recognise on their bill. Hang on, not 100% of these customers will complain or follow it up, again big big profits for Virgin who dont automatically credit the accounts in question over calls they claim are a result of compromised equipment. later today approx 3.00pm my entire home residential Virgin Media account was suspended. Broadband, TV and phone all suspened. I called customer services to find out what had happened. They told me "Your account has been suspended as you made a statement to us that you are reufusing to pay us" I couldnt believe what I was hearing, so if you make a complaint or dispute thats what happens. Account suspended. I called the chief exec again at Virgin, he looked into the account and came back to me his explanation was different he told me it was a result of my bank payment not going through and they needed payment. I asked him why customer services had told me differently to which he told me that they didnt read the account notes properly. I paid him for services he said I owed to Virgin Media and he said he would lift the suspension. That payment included ONCE AGAIN a payment for numbers on my bill which Virgin media keep saying are a result of compromised equipment. So once again even the contact at Virgin Media whch was given here is also happy to take payment for calls that have been made to numbers via compromised equipment. So Virgin are still collection thousands of pounds on calls that they are disputing in the trade. This cant be legal. I have received no credit for these calls and I suspect hundreds of other customers havnt either. The call I made to Virgin on 09/09/09 I have recorded and will put on youtube as evidence that Virgin deny any knowledge of equipment being compromised but then in the industry get out of paying their bills by saying it does go on. This must be an OFCOM matter surely?