No call refunds change of policy

Paul H · 10-08-2007, 10:03

Customers who call the 25ppm support line are not to get their call charges refunded now if their connection problem is a result of STM and/or any other trial that is in place.

Quote:

Does that appropriate action include refunding the call costs incurred by an affected customer to find out why the speeds are slower than expected or have slowed down sooner than the "official" STM should have kicked in?

Quote:

Any trials we do of traffic management are covered by section B(4,i)
of the terms and conditions:
<http://allyours.virginmedia.com/html...ble/terms.html>
And hence any such calls are likely to be treated as product
enquiries, which are non refundable and not faults.

Alex Brown
Senior Product Manager
Product Management, Virgin Media

Raistlin · 10-08-2007, 10:05

<----- Sits back and waits for the arguments/contradictions to come flooding in from those with 'inside knowledge'

Paul H · 10-08-2007, 10:06

Quote:

Originally Posted by Raistlin

<----- Sits back and waits for the arguments/contradictions to come flooding in from those with 'inside knowledge'

Well nobody can deny that this is a ripoff!

**Chris** · 10-08-2007, 10:17

I'm confused - what policy has changed?

Paul H · 10-08-2007, 10:22

Quote:

Originally Posted by Chris T

I'm confused - what policy has changed?

We have always been told by support in the virginmedia groups that a customer would get the call charges refunded if it was a result of STM. and as Alex has said that trials can and are being done all the time then that means that they are using that get out clause for not having to refund charges.
There is thousands that do not know anything about STM cos Virgin hasn't told them.

**Chris** · 10-08-2007, 10:24

OK ... well, further to your need to get evidence to send to OFCOM, I suggest your next move should be to find some specific posts in the Virginmedia groups, from official VM sources, which contradict what you have posted at the top of this thread.

Post them here too when you get them, if VM management are doing a volte face there are plenty of people here who would like to know about it.

mrmistoffelees · 10-08-2007, 10:30

Quote:

Originally Posted by Paul H

Customers who call the 25ppm support line are not to get their call charges refunded now if their connection problem is a result of STM and/or any other trial that is in place.

Sounds reasonable to me, people should be aware of what bandwidth they are using and how much they have downloaded

So long as they are made fully aware of all trials taking place that is

Paul H · 10-08-2007, 10:38

Quote:

Originally Posted by Chris T

OK ... well, further to your need to get evidence to send to OFCOM, I suggest your next move should be to find some specific posts in the Virginmedia groups, from official VM sources, which contradict what you have posted at the top of this thread.

Post them here too when you get them, if VM management are doing a volte face there are plenty of people here who would like to know about it.

I'll get on to it later. I am out to feed the ducks soon.

---------- Post added at 10:38 ---------- Previous post was at 10:37 ----------

Quote:

Originally Posted by mrmistoffelees

So long as they are made fully aware of all trials taking place that is

Quote:

As we've stated, we're undertaking any number of technology trials
over any period of time and it's not really practical to provide all
the details as we do so

Alex Brown
Senior Product Manager
Product Management, Virgin Media

slowcoach · 10-08-2007, 10:58

The replies from Alex Brown sound to me more like they are coming from a start up company rather than a company which is up for sale as quickly as possible.

brundles · 10-08-2007, 11:08

Quote:

Originally Posted by mrmistoffelees

Sounds reasonable to me, people should be aware of what bandwidth they are using and how much they have downloaded

So long as they are made fully aware of all trials taking place that is

How are people supposed to be aware? VM don't provide any mechanism for them to establish this.

slowcoach · 10-08-2007, 11:12

11.00 AM: Currently at 1 meg from VM and normally fast outside sites. Roll on the curfew hours.

mrmistoffelees · 10-08-2007, 11:15

Quote:

Originally Posted by brundles

How are people supposed to be aware? VM don't provide any mechanism for them to establish this.

There is plenty of free software available for people to monitor bandwith usage.

I would of hoped people have got enough common sense to realise that with STM if they want to stay on the right side of it that they should have something in place ?

brundles · 10-08-2007, 11:24

Here we go again

That's only good for monitoring a single PC. How do you propose to monitor the usage for Joe Blogs on his Xbox 360 and his kids on their PS3? Or the ATA running two VOIP lines?

mrmistoffelees · 10-08-2007, 11:30

Quote:

Originally Posted by brundles

Here we go again

That's only good for monitoring a single PC. How do you propose to monitor the usage for Joe Blogs on his Xbox 360 and his kids on their PS3? Or the ATA running two VOIP lines?

You're telling me that there is no free software that can monitor all traffic over a network ?

Odd

brundles · 10-08-2007, 11:33

There is, IF the router (or preferabbly the modem) supports SNMP (which I believe got switched off a while back on NTL modems) and the user is savvy enough to work it all out.

But why should Joe Blogs who doesn't care how his broadband works (he just wants it to work without having to learn about "all this computer stuff") have to worry about that?