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  • FIRST POST
    • aduffell
    • By aduffell 3rd Feb 17, 10:38 PM
    • 12Posts
    • 7Thanks
    aduffell
    Virgin Media Insider Retentions Tips
    • #1
    • 3rd Feb 17, 10:38 PM
    Virgin Media Insider Retentions Tips 3rd Feb 17 at 10:38 PM
    Insiders tips on Virgin Media Retentions.....
    * If you're on a new customer deal, you likely already have the best price... but when your welcome offer comes to an end, call up, and you can go onto a new "retentions" deal early.... You don't need to see out the contract at full price
    * Advisors often have a £3 off for 6 months discount available that can be applied onto most accounts in addition to other discounts.
    * Activation fees (for a new Hub3.0 / V6 box) can be waived, or given half price.... but it comes out the advisors credit spend, so they don't like to do this.
    * Advisors have £20, £30, and £50 closer credits available on EVERY call.
    * On most packages advisors can provide a monthly "Loyalty" discount.... The maximum available does NOT depend on loyalty, but on the package you are on.... Some packages allow up to £1.... others up to £10 (in increments of £1)
    * Advisors can add a second Loyalty discount that lasts 6 months if you take an 18 month contract instead of a 12 month contract.
    * "Freeview" (Player TV) is not free.... Advisors will try to tell you it is, as disconnecting it affects their commission, but they DO have the discounts available to make it cheaper to have a Broadband and Phone package over a triple package.

    HOW TO GET AN OUTBOUND RETENTIONS CALL!
    * Virgin Media have an Outbound Port Callback team..... If you have an open port request on your account from another provider when you speak to retentions, and you are only unhappy with the price, the advisor will do their "best" for you to save you as a customer. If you still say you wish to disconnect then they can offer you a "Port Call Back" from the outbound ports team. It's in the agent's interest to do this, as they don't have to log your call as a disconnection if they do (protecting their commission!!). When the ports team call you, they will often offer £10 loyalty discount, and give you free line rental for a full year among other offers.... If you play it right you can get the port put on from the likes of Sky, and then get your port call back from Virgin, then cancel with sky in your 14 day right to cancel.

    * When Virgin increase prices you have a right to cancel with NO early disconnection fees. This also applies to them increasing the phone call costs. (although they are not obliged to advertise this). Most advisors are not aware of this, so you may have to escalate to a team manager or an operations manager. Call cost increases are usually mentioned on bills (I think).

    * If you want to remove TV from your package with no early disconnection fees, downgrade it to Player TV (this will recontract your entire package), then after you have done this, call up to disconnect the TV.... You will pay EDFs to do this, but the EDFs for Player TV are £0.00/month for each month left on the contract. (some advisors will not know this - refer them to the "Legal Stuff" section on their website )
Page 1
    • AndyPK
    • By AndyPK 4th Feb 17, 3:11 PM
    • 2,325 Posts
    • 618 Thanks
    AndyPK
    • #2
    • 4th Feb 17, 3:11 PM
    • #2
    • 4th Feb 17, 3:11 PM
    Very interesting.

    This should manage customer expectations (to not expect too much).

    I recently got the £3 off very easily.

    The discount for an 18 month contract sounds good.

    Could you explain what "Advisors have £20, £30, and £50 closer credits available on EVERY call." are please ?

    This is a lesson to me, I really need to port my number when its time to move next.
    Last edited by AndyPK; 04-02-2017 at 3:13 PM.
    • kwikbreaks
    • By kwikbreaks 4th Feb 17, 4:40 PM
    • 8,836 Posts
    • 4,415 Thanks
    kwikbreaks
    • #3
    • 4th Feb 17, 4:40 PM
    • #3
    • 4th Feb 17, 4:40 PM
    I really need to port my number when its time to move next.
    Originally posted by AndyPK
    I've seen lots of complaints about BT failing to import numbers from the VM system.

    When I was with VM I took Vonage VOIP and went broadband only with VM and had no problem porting my number to them.

    For me using Vonage produced a saving over the VM phone + options Iike callerid which is included in the Vonage pricing.
    • AndyPK
    • By AndyPK 4th Feb 17, 5:14 PM
    • 2,325 Posts
    • 618 Thanks
    AndyPK
    • #4
    • 4th Feb 17, 5:14 PM
    • #4
    • 4th Feb 17, 5:14 PM
    I don't use my phone, but porting the number does seam to trigger retention's into action.

    I just use my mobile.

    I really hope I don't move to BT! Just depends what offers are about at the time
    • kwikbreaks
    • By kwikbreaks 5th Feb 17, 12:14 PM
    • 8,836 Posts
    • 4,415 Thanks
    kwikbreaks
    • #5
    • 5th Feb 17, 12:14 PM
    • #5
    • 5th Feb 17, 12:14 PM
    All ISPs have issues.

    I was with VM for several years after a phone line fault didn't get fixed after 5 visits.
    I got sick of VM's constant game of increase/negotiate/reduction but lock in again so when they sent an email increasing the price two months after I'd renegotiated I just booked an FTTC installed and called them to cancel. They then came up with a !!!! and bull story about the email being an error so I couldn't leave penalty free. I had to go through the CEO office and they let me leave not only penalty free but instantly saving me the notice period,

    I swore to never go back to cable - especially as I'd suffered a couple of periods of abysmal performance due to oversubscription which took an age to fix but now I'm reading that Plusnet are playing hardball on discounts on renewal and it seems VM may work out substantially cheaper. I may well just hold my nose and go back to them for a while.
    • shauniebabe
    • By shauniebabe 5th Feb 17, 12:55 PM
    • 143 Posts
    • 15 Thanks
    shauniebabe
    • #6
    • 5th Feb 17, 12:55 PM
    • #6
    • 5th Feb 17, 12:55 PM
    Can someone help with this issue I am facing.

    My father in law has been a customer for 20 plus years and has finally entered the 21st century and wants TiVo and broadband. To add them online it's £70 a month to the £50 he is already paying or over the phone with retentions it's an extra £7 for broadband but no box change though if he was a new customer he could get a deal for £29 a month or £39 for a better package.

    Surely it's madness to be losing loyal customers like this with him now looking at bt and sky rather than them matching a new customer deal and sticking him in a new contract!

    Any advice?
    • DCFC79
    • By DCFC79 5th Feb 17, 1:02 PM
    • 29,968 Posts
    • 18,978 Thanks
    DCFC79
    • #7
    • 5th Feb 17, 1:02 PM
    • #7
    • 5th Feb 17, 1:02 PM
    Can someone help with this issue I am facing.

    My father in law has been a customer for 20 plus years and has finally entered the 21st century and wants TiVo and broadband. To add them online it's £70 a month to the £50 he is already paying or over the phone with retentions it's an extra £7 for broadband but no box change though if he was a new customer he could get a deal for £29 a month or £39 for a better package.

    Surely it's madness to be losing loyal customers like this with him now looking at bt and sky rather than them matching a new customer deal and sticking him in a new contract!

    Any advice?
    Originally posted by shauniebabe
    Has he tried phoning VM and seeing what they can do re a price ?
    Can people stop loaning money/being a guarator to family/friends, it rarely ends well and you lose out as your money is gone or you get shafted with being a guarantor.
    • kwikbreaks
    • By kwikbreaks 5th Feb 17, 1:27 PM
    • 8,836 Posts
    • 4,415 Thanks
    kwikbreaks
    • #8
    • 5th Feb 17, 1:27 PM
    • #8
    • 5th Feb 17, 1:27 PM
    ...or over the phone with retentions it's an extra £7 for broadband but no box change...
    Originally posted by shauniebabe
    Are you certain he spoke to retentions? More likely this was an offer from the standard customer support people. Only retentions offer decent deals and if you don't get to them by selecting the correct option when phoning you need to make clear to the CS rep that what they are offering isn't going to stop you looking for a better deal elsewhere.
    • Brumspurant
    • By Brumspurant 9th Feb 17, 11:16 PM
    • 1 Posts
    • 0 Thanks
    Brumspurant
    • #9
    • 9th Feb 17, 11:16 PM
    • #9
    • 9th Feb 17, 11:16 PM
    I was recently offered a deal from retentions for £30 p/m for 100MB Broadband plus Fun TV (no phone). Due to some problems with my phone line not being disconnected they could't implement this at the time but promised to phone me back the next day and do the deal. That didn't happen.

    Several calls and emails from someone who was 'taking personal ownership' of my case later and they are now saying that deal expired and there is nothing in their notes to say the actual deal I was offered, therefore they will not give me the deal - and the equivalent service now is £50! I spent an hour on the phone tonight and am peeved as basically they are saying they don't believe me and will not give me the deal.

    As far as I'm concerned a verbal contract is binding and they are breaking that contract, but getting them to see beyond their blanket policy is farcical. They are looking into my case (and the emails I have sent and received from them) and will call me back apparently tomorrow (although they have said this twice before and failed to call me back!).

    Am I being stitched up as this deal doesn't even sound that great anyway - why are they making such a fuss about it?! Any advice?
    • Anon
    • By Anon 4th Mar 17, 10:50 AM
    • 12,080 Posts
    • 132,211 Thanks
    Anon
    It has come up on the main Virgin Retentions thread but I thought I would ask here too. Is there a cooling off period when signing up to a Retentions deal? It results in a new 12 month contract. Is there a difference if inbound or outbound arrange the deal?

    A poster on the other thread says you have no cancellation rights and you are tied in for 12/18 months but that sounds contrary to consumer regulations.

    http://forums.moneysavingexpert.com/showthread.php?t=5480640&page=11

    Thank you
    • Anon
    • By Anon 12th Mar 17, 4:47 PM
    • 12,080 Posts
    • 132,211 Thanks
    Anon
    I had the £3 discount for the past 5 months (to offset the rise late last year). When I phone up I hear a message offering me a renewal of this £3 discount.

    I am just finalising my deal and will then see if I can access this too to take another £3 off my price - it would be rude not to .
    • AndyPK
    • By AndyPK 12th Mar 17, 6:07 PM
    • 2,325 Posts
    • 618 Thanks
    AndyPK
    Lol

    What options so you press to hear the £3 off offer?
    • Anon
    • By Anon 12th Mar 17, 6:25 PM
    • 12,080 Posts
    • 132,211 Thanks
    Anon
    Lol

    What options so you press to hear the £3 off offer?
    Originally posted by AndyPK
    It was through the thinking of leaving options - it said something like we will just check if we have any offers available for you before putting you through to speak to someone. It then noted my £3 off is due to finish next month and offered the £3 to continue for another 6 months with no change to my contract - To accept it said press 1(I forget?) or to continue through to speak to someone another option.

    I am not sure if pressing to accept puts you through to speak to someone or if it just processes it - I want to get the rest of my deal agreed first then will see if this is still available.

    Hth
    Last edited by Anon; 27-03-2017 at 7:38 PM.
    • Anon
    • By Anon 27th Mar 17, 7:38 PM
    • 12,080 Posts
    • 132,211 Thanks
    Anon
    It was through the thinking of leaving options - it said something like we will just check if we have any offers available for you before putting you through to speak to someone. It then noted my £3 off is due to finish next month and offered the £3 to continue for another 6 months with no change to my contract - To accept it said press 1(I forget?) or to continue through to speak to someone another option.

    I am not sure if pressing to accept puts you through to speak to someone or if it just processes it - I want to get the rest of my deal agreed first then will see if this is still available.

    Hth
    Originally posted by Anon
    I had the £3 discount for the past 5 months (to offset the rise late last year). When I phone up I hear a message offering me a renewal of this £3 discount.

    I am just finalising my deal and will then see if I can access this too to take another £3 off my price - it would be rude not to .
    Originally posted by Anon
    I should have gone through and accepted this £3 to add to my deal - it has not appeared on the automatic messages since I posted .
    • AndyPK
    • By AndyPK 27th Mar 17, 9:18 PM
    • 2,325 Posts
    • 618 Thanks
    AndyPK
    I rang just this minute as my discount had ended.

    I got the automated message and £3 discount extended for 6 months. .
    No extension to the contract.
    • Anon
    • By Anon 27th Mar 17, 10:22 PM
    • 12,080 Posts
    • 132,211 Thanks
    Anon
    I rang just this minute as my discount had ended.

    I got the automated message and £3 discount extended for 6 months. .
    No extension to the contract.
    Originally posted by AndyPK
    Thank you - I may keep trying then. Is it completely automated or does it put you through to someone?

    Thanks
    • AndyPK
    • By AndyPK 27th Mar 17, 11:02 PM
    • 2,325 Posts
    • 618 Thanks
    AndyPK
    Completely automated. I rang after 9pm hoping they were closed and no one there.
    • Anon
    • By Anon 27th Mar 17, 11:54 PM
    • 12,080 Posts
    • 132,211 Thanks
    Anon
    Completely automated. I rang after 9pm hoping they were closed and no one there.
    Originally posted by AndyPK
    Good plan, I phoned before 8pm and didn't get the automated line, so will try that tomorrow.
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