I emailed Virgin’s Got a Gripe service about my bill of $85. Read my previous post here. I have not received a reply. I am not surprised considering it’s Easter Long Weekend. I called them today, and after 40mins (at 10am in the morning) I was able to speak to “Alex” about my bill. Alex put me on hold, and presumably spoke to his supervisor. Eventually, he was able to report that Virgin will cancel my bill out of good will, but in the future if this happens again - I will be required to pay the bill.

I asked Alex why this has happened. His explanation was sketchy, but he told me something to the effect of this:
“Normally calling cards are compatible with fixed land lines (i.e.: Optus and Telstra) therefore you will only be charged for the initial local call. With Virgin, because it is not a fixed line and uses mobile networks to route calls it will automatically switch to international rates despite using calling cards. Virgin is not compatible with calling cards.”

I explained to him that there are a lot of things on Virgin’s website which are very unclear, and if people are going to be hit with massive bills for using calling cards then they should make it very clear. He agreed with me that the website is very vague, and improving it is Virgin’s priority. So, let’s keep a tab on the site to see if improvements are made.

So Virgin’s advertising campaign which emphasis free local/national calls is flawed, and in its terms and conditions it does not specify about using calling cards for international phone calls. So beware! If you signed up with Virgin thinking you can use it for calling cards, then unfortunately you are wrong. Virgin might make some calling cards compatible in the future, but it not available now.

I would certainly research their broadband plans, and ask as many questions before signing up. If you are within the 30 day period, then seriously consider canceling if have been using it with calling cards for international calls (thinking its a free local call initially), and make contact with them immediately.

Moral of the story: Ask as many questions, and document all your questions for your record. Here is a good overview article on wireless broadband, and the main players.

If you had a similar issue with Virgin’s Broadband at Home service, then add it to the comments section of this post or email me about it.

P.S.: Total call duration today: 53 mins.