A spectacular own goal

I’ve just received an email from Virgin Media:

Hello,

From 1st July, our broadband helpline number is changing and from then on it’ll cost 25p per minute to call from a Virgin home phone, plus 10p to connect. Mobiles and other networks may vary. The new number is 0906 212 1111.

That’s “0906” as in “scam”.

Access to technical support, at least on the ex-Telewest side, has always been

• 0845 local rate for those with a BT line
• free (through 150) for those with a Telewest line

After July 1, this is no longer the case – customer services on 150 will give you the 0906 number if you have any trouble with your line (or, as has been the case with all my dealings with ex-Telewest tech support, they have a problem they refuse to recognise and/or their equipment has become faulty.) With the standard “reboot your modem, reboot your computer, repeat that the connect light on the modem is not on numerous times to the minimum-wage checklist operative on the other end until they finally get that the modem isn’t getting a signal from the UBR and it’s not your computer” routine that VM’s call centre staff follow, at 25p/min they’ll probably earn about £5 a call. Hopefully the broadband support USENET groups will continue to exist, and they’re certainly better than any of VM’s call centre staff, but with the cost-cutting they’ve been doing I’m not so sure.

Last I remember, not even the ex-NTL people got screwed with a premium rate support number. At least putting people on hold is banned under the premium rate regulations, but having your only recourse for support being an 0906 number is unacceptable under any circumstances – it is anti-consumer, it is an added cost on top of the already overpriced £25/month I am paying for 4Mbit/384K, it is an imbecilic idea thought up by someone who wants to make even more money out of people with real problems instead of caring about fixing them. Telewest already had a line (at a staggering £1/min) for people with spyware problems and other issues not covered by the broadband support service, so the explanation in the FAQ about cost saving does not hold water.

All this is going to do is annoy long-serving customers like me. I’ve already been annoyed quite a bit by VM in recent months; the swapping out of the only good music channel at TV L for MTV and VH1, the major speed issue I and everyone else in my region of Edinburgh suffered between January and April, the small-print switch from per-second to per-minute call billing, the special deals given to those who whine about the loss of Sky One on the cancellations line, the fact that VM only accept email support through a webform that cuts off after a tiny number of characters, and the fact that they still haven’t admitted anything about the speed limiter (which I actually agree with to an extent) to customers in email. At least they sent out a message warning of this.

VM have to be very careful – the local-loop unbundled providers are setting up in cable areas for a reason, because unless VM stop thinking like the penny-pinching NTL of old and start acting the way Richard Branson obviously wants them to instead of just throwing red paint over the infrastructure they stand a real danger of a customer exodus to BT, Freeview or Sky and ADSL2+ LLU. I’m already sizing up the cost of getting an aerial fitted.

I have been a Telewest customer since August 2003. I’ve had the same package all the time, and been very satisfied with it. I never had any serious problems with the service until after the NTL takeover. Now, with this change in the customer support system, they are simply being outclassed by their competition: Sky have 0870 support. Be Unlimited are freephone (0808) and, right now, very technically proficient. They are the competition here. I have a moral objection to Murdoch and Sky, but none to O2 (owners of Be). I even have a BT master box in my flat just ready to re-enable.

The change in the support structure says, quite simply, both that they think we’re all stupid and that the company is desperate for money: this is not a company that I wish to be paying £45/month to. A sad end for what for a long time was the best broadband provider anywhere in the country, is forthcoming I feel unless Richard Branson can force the banks that really own the company to get their act together. I’m not sure that even he can manage that, unfortunately, so it might soon be goodbye.