Addict tariff problems

chrispy2000 · 29-01-2012, 17:41

A couple of months ago I changed to the Addict tariff and every month since I've had to phone CS to get the allowances added. This month when I phoned I was told there was a fault and wouldn't be fixed for 24 hours. I ask what happens if my phone connect to the internet (you know what these smart phones are like). I was told I would be charged for it. I moaned and said It's your fault so why should I pay. Very begrudgingly I was told I would be refunded.
Well the next day it still wasn't add so I had to phone again, this time they were put on straight away. Whats annoying is that if you don't complain about it you get charged to phone them, OK it's only 10p but why should you be charged for their faults.

Has anyone else had this problem?

dilli-theclaw · 29-01-2012, 17:46

I had similar account problems when I had my crackberry - but every time I called I got the problem fixed and the 10p credited too as it was their fault.

I had to ask for it but they didn't quibble it.

chrispy2000 · 01-02-2012, 07:20

It's happened again.
Both my wife's and mine this time. We both added £15 last month and no allowances added today. I phoned up and was told it can take up to 48 hours to be added, but in that time your charged for connections and text and I was told I would have to phone up and get the amount credited back.
Is this some sort of joke?

Osem · 01-02-2012, 10:26

Had a smilar problem with our Addict Extra PAYG account this morning. Successfully topped up £10 last week but never received a text confirmation at the time. Thinking the 100 free mins and unlimited free texts would be added by this morning we checked the balance only to find the correct credit but nothing else. Called 789 and got through to some foreign call centre. The young lady apologised for the error and told me they'd be crediting the account with 300 free texts and 15mins of calls. I repeatedly explained the Addict Extra tariff details and that I'd just confirmed these by phone and on the web and her 'offer' kept changing. Eventually I told her that I wasn't going to accept anything less than what Virgin are advertising and the woman disappeared to speak to someone. She came back after about 5 mins and told me our account had been credited with the correct amount of texts/free minutes. We checked this shortly afterwards and as promised the free calls etc were on our account. I told her we'd never got a confirmation text when we topped up and asked if we'd have to go through all this rigmarole next month but she promised there problem had been resolved and that next time the top ou freebies would be added automatically. Given her lack of knowledge about Virgin tariffs I have little confidence that this will prove to be the case but we'll have to wait and see.

This is the second time in a few months that top up freebies haven't been automatically to 2 of our Virgin Mobile PAYG accounts so it seems there is a problem somewhere which hasn't yet been sorted.

chrispy2000 · 01-02-2012, 18:09

I got a text tell my allowance where added. 300 texts not unlimited text and 1Gb internet.
Had to phone them yet again to get it sorted.

Osem · 01-02-2012, 19:15

Quote:

Originally Posted by chrispy2000

I got a text tell my allowance where added. 300 texts not unlimited text and 1Gb internet.
Had to phone them yet again to get it sorted.

Just in case you didn't know, Addict Extra is a special VM tariff for users who have one or more Virgin Media services at home. That's why the 'freebies' are a bit better than on the normal Addict tariff.

£10 topped up in one month gets you £10 of calling credit, 100 free minutes and unlimited texts.
£15 gets you £15 credit, plus the same free texts/mins and 1gb mobile internet (which you can buy for £5 on PAYG anyway)