Virgin Media Retention thread

echo

nicky7175yeah it is worth ringing.i did so in April and i've bin paying £20.99 4 the fone,TU24 and 10 meg broadband ever since.

The_One_2

hi

My parents have been on NTL for the last 7yrs now and currently on the 3 for £30 (i think) . But we are definetly paying £17.99 for 1Mb. What number do i ring up on, to try and get a free upgrade/better deal preferably at 2Mb?

tisha

swebb wrote:

Following my phone call to NTL yesterday, I thought I ought to make people aware. Seeing some other postings, I decided to try and get a better deal for my broadband. I'm on 2MB @ 24.99 a month and have been a customer for 2 years. I phoned, mentioned Tiscali equivalent is £17.99 and got 3MB @ £17.50 for 3 months. I explained that in 3 months I'll be in the same situation, so why should I stay? The lady explained that this is the best offer she can do at the moment - the offers change and to ring back in 3 months. So basically, if you ring every 3 months you can get the better deal all the time - the lady confirmed this with me. £17.50 for 3 MB of broadband is very good. I think it's £37 a month normally. I don't mind ringing every 3 months if I can get this sort of deal. Thought this might be useful for others.

I first had freenetname then that merged with madasafish, i have th package for 17.99 per month unlimited, madasafish sent me an e-mail to say that i am going to be charged for extra usage, nothing was said of this to me when they took over from freentname is this the norm to send out e-mails to tell you this. i am thinking abut changing the provider just like i change my credit card my electricity and gas my mobile and anything else i can think of.

tisha

I first had freenetname then that merged with madasafish, i have th package for 17.99 per month unlimited, madasafish sent me an e-mail to say that i am going to be charged for extra usage, nothing was said of this to me when they took over from freentname is this the norm to send out e-mails to tell you this. i am thinking abut changing the provider just like i change my credit card my electricity and gas my mobile and anything else i can think of.

echo

firstly the fone numbers 2 ring.i've bin ringing ( checkout saynoto) the HQ and ask 4 customer services.usually not a problem but the last time i rang i got a snotty bloke saying he'd put me thru this one time but in future... wot i did when i got thru 2 CS was 2 tell them i wanted 2 leave becos.... ( i used the talk talk package as an example cos i have BB and fone.sky 4 the tv).was put thru 2 retentions,gave them the same story and they price matched 4 me.its only retentions who can give the offers.decide b4 u ring wot u want and stick with it.if u dont like wot ur being offered u can always say u'll think abt it and ring back.it works-with sky as well

The_One_2

Does anyone know what the number for the NTL Retentions department is? because i want to give this a shot and see what deal i can get.lol

echo

0800 0529 403 taken from saynoto0870.think the hrs they work r 9-5 ( or summat similar)

The_One_2

I've just managed to go from 1Mb @ £17.99 - unlimited to 10Mb @ £17.49-unlimited.
NTL said it would take around 10mins to complete, but i've just been on the ADSLguide.org.uk to do a speed test, but what should my downstream speed be now? and when downloading songs, what Kb speed should it be roughly? because on 1Mb i used to get around 70.0Kbs

Dave_S_5

I'm an existing NTL customer on their 10mb broadband service paying £34.99 per month. Here's my experience - hope you can do the same.

Call NTL 0845 454 0000 - 8am to 8pm Mon to Fri - 9am to 5pm Sat

As soon as you get through to the customer service ask them to call you back - (then you pay only for the conversation you've had so far) If the advisor won't, just hang up and ring back. I work for a well known mobile phone company in a call centre and most advisors will call you back but the odd one or two!! say nothing more. the one I spoke to called straight back.

Ask to speak to the retention team (or they may refer to it as the Customer Relations Team CRT) Advise you wish to leave as you are moving to sky broadband for £10.00 per month with a 16mb download speed.

They will try to talk you out of it. This is called objection handling. The idea behind this is you throw them an objection such as a better price and they find faults like saying your line will only accept a 4 mb download speed with sky. They used this one me and I threw back with - "I never achieve the full 10mb download speed with NTL anyway" Because this is true they won't argue back.

Be BOLD and ask them what they are going to do to retain your custom. They offered me my 10MB service at £10 per month for 3 months - I pushed the advisor and they did it for 6 months. :T

Go one and have ago - you've got nothing to loose and possible £150 saving to make!

The_One_2

Dave_S wrote:

I'm an existing NTL customer on their 10mb broadband service paying £34.99 per month. Here's my experience - hope you can do the same.

Call NTL 0845 454 0000 - 8am to 8pm Mon to Fri - 9am to 5pm Sat

As soon as you get through to the customer service ask them to call you back - (then you pay only for the conversation you've had so far) If the advisor won't, just hang up and ring back. I work for a well known mobile phone company in a call centre and most advisors will call you back but the odd one or two!! say nothing more. the one I spoke to called straight back.

Ask to speak to the retention team (or they may refer to it as the Customer Relations Team CRT) Advise you wish to leave as you are moving to sky broadband for £10.00 per month with a 16mb download speed.

They will try to talk you out of it. This is called objection handling. The idea behind this is you throw them an objection such as a better price and they find faults like saying your line will only accept a 4 mb download speed with sky. They used this one me and I threw back with - "I never achieve the full 10mb download speed with NTL anyway" Because this is true they won't argue back.

Be BOLD and ask them what they are going to do to retain your custom. They offered me my 10MB service at £10 per month for 3 months - I pushed the advisor and they did it for 6 months. :T

Go one and have ago - you've got nothing to loose and possible £150 saving to make!

Yeah, i'll leave it for a few days and then give them a ring..


BUT when i go on speed test sites like the one on ADSLguide.org.uk, what downstream speeds should i expect if i'm on 10Mb because i'm getting ...

Speed Test Results
Downstream 1,815.4 Kbps ( = 1.8 Mbps )
Upstream 477.4 Kbps ( = 0.5 Mbps ) at the moment

anyone help ?