Feeds

Virgin Media punters stung in mobile data bill cock-up

Telco yet to 'fess up 'small error' to Ofcom

Website security in corporate America

A number of Virgin Media customers were wrongly billed for mobile data usage last month due to a system error, The Register has learned.

However, the telco was unable to tell us exactly what had gone wrong.

A Virgin Media spokesman assured El Reg that customers who had been incorrectly billed needn't worry as the ISP is contacting those affected and dishing out refunds if they were overcharged. Here's the company's official statement:

Due to a billing systems issue relating to our Virgin Mobile service, some customers using mobile data in late July may see incorrect charges for this element of their service on bills covering this period. We have now resolved the issue and are automatically adjusting customers' bills, meaning customers will not end up paying more than the correct amount for their services. We apologise for any inconvenience.

The billing cock-up miscalculated mobile data use between 22 and 26 July. VM was unable to tell us how many people had been affected by the system failure, which the spokesman told us had a "maximum impact" of an inaccurate £9.95 charge.

One punter who complained about the billing error on the company's community forum said:

Interesting; I have just received my bill and had the same issues [as other customers] during the same period - but I have been charged £1.99 for 0Kb of internet per day - despite being on the unlimited Premier tariff.

The matter is being investigated internally, but Virgin Media hadn't yet reported the matter to communications watchdog Ofcom, which takes a dim view of such errors (for reference, just ask TalkTalk).

Virgin Media couldn't immediately pinpoint how many of its mobile customers had been wrongly billed for data usage, either.

One Reg reader told us that when he contacted VM about the error on his bill the call centre staffer informed him he was "the fifteenth caller in the last hour" to complain.

That said, VM does appear to be actively contacting its customers via email and SMS to warn them of what the spokesman described as a "small error" that has now apparently been "rectified". ®

Internet Security Threat Report 2014

More from The Register

next story
Brit telcos warn Scots that voting Yes could lead to HEFTY bills
BT and Co: Independence vote likely to mean 'increased costs'
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
New 'Cosmos' browser surfs the net by TXT alone
No data plan? No WiFi? No worries ... except sluggish download speed
ISPs' post-net-neutrality world is built on 'bribes' says Tim Berners-Lee
Father of the worldwide web is extremely peeved over pay-per-packet-type plans
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
Google+ GOING, GOING ... ? Newbie Gmailers no longer forced into mandatory ID slurp
Mountain View distances itself from lame 'network thingy'
Vodafone to buy 140 Phones 4u stores from stricken retailer
887 jobs 'preserved' in the process, says administrator PwC
Bonking with Apple has POUNDED mobe operators' wallets
... into submission. Weve squeals, ditches payment plans
Drag queens: Oh, don't be so bitchy, Facebook! Let us use our stage names
Handbags at dawn over free content ad network's ID policy
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
The next step in data security
With recent increased privacy concerns and computers becoming more powerful, the chance of hackers being able to crack smaller-sized RSA keys increases.