Virgin Media Retention thread

jiggy.jay

hi all, just got a call from retentions.
got offered

XL TV
2 x V+ boxes
L Telephone
L Broadband
250mins 0845/0870
Wireless router

£38.74 pm

so the deals are out there, maybe not the best deal thats been offered so far, but im happy with it.

latecomer

Did you order from another provider or just wait and see if they called?

JONESAD

gazsharpe101 wrote: »

Hi,

I have today received an e-mail from Virgin in response to my recent contact via their website (they tried to call me twice but I missed their call).

Here is what I sent to them:

---

Good morning,

I phoned earlier and spoke to a member of staff regarding the services that I currently have (M broadband and XL TV) for which I pay £41.50 per month and was advised that I would need to get a phone line in order to save anymore, and by doing so would only save me around £1 per month, which just isn't worth it with the benefits that I have with my current landline provider.

Given that I know of someone who has the following services with yourselves:

XL TV
2 x V+ boxes
XL Telephone
L Broadband

For a fixed cost of £37.19 per month for 18 months with £30 credit for the first month (so only costing £7.19) and they were given a new home hub, I'm sure you will agree that the amount I am paying, and have consistently been paying for the last 3 years, is excessively high in comparison.

Because of this I will definitely be looking to change my services to Sky in the new year and am aware that I have to give you 30 days notice in writing. Can you please advise me as to how I go about this i.e. is there an e-mail address I have to send it to or do I have to it by letter, as I fully intend to do this after Christmas rather than continue to pay my current amount?

---

Here is their response that I received today:

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Thanks for your e-mail below.
I'm sorry to hear that you are thinking of leaving us due to the cost of services and that we are unable to reduce the cost sufficiently in order to retain your custom.

Further to your e-mail, I can advise that you can give your 30 days notice, either by calling, e-mailing or writing to us. However, we would recommend that you call us on 0845 454 1111, so the whole process can be arranged in one phone call.

If you prefer to e-mail us, please put disconnection as your subject, also include a daytime telephone number, should we need to contact you about anything, and if you were to write to us, please find the address below.

Disconnection
Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9ZJ


Once again thanks for contacting us and apologies for any inconvenience caused.




Best regards



The Virgin Media Team

---

I don't know what you guys think but I personally find that awful customer service!

I don't want to give my notice over Christmas in case they do something stupid and cancel our services but I certainly will do in the new year!

We already have a sky dish up from the previous owners so switching wouldn't be much of a problem.

You have got to put that cancellation notice in otherwise you won't get the best deal. I think as ISAYOLDCHAP has stated, the people you speak to when you phone to cancel don't have access to the same deals as the people who phone you back once you have cancelled. It's a game you have to play but as was proved with me and others it does work. JIGGY.JAY has just come up trumps doing the same thing.

gjs6385

You have got to put that cancellation notice in otherwise you won't get the best deal. I think as ISAYOLDCHAP has stated, the people you speak to when you phone to cancel don't have access to the same deals as the people who phone you back once you have cancelled. It's a game you have to play but as was proved with me and others it does work. JIGGY.JAY has just come up trumps doing the same thing.

Cheers mate as I said I will definitely do that.

Based on the deals that ISAYOLDCHAP and JIGGY.JAY have got by doing this, what do you think is acceptable to pay for what I am receiving? I am thinking maybe half price at least. I don't want a phone line with them as mentioned but that shouldn't matter really.

JONESAD

gazsharpe101 wrote: »

Cheers mate as I said I will definitely do that.

Based on the deals that ISAYOLDCHAP and JIGGY.JAY have got by doing this, what do you think is acceptable to pay for what I am receiving? I am thinking maybe half price at least. I don't want a phone line with them as mentioned but that shouldn't matter really.

I think you have to have a phone line with them to get the best overall deals. The £37.19 deal you quoted was what I got and posted previously.

gjs6385

I think you have to have a phone line with them to get the best overall deals. The £37.19 deal you quoted was what I got and posted previously.

Apologies it was your deal and not ISAYOLDCHAP. I can't really move away from my current landline provider and for how much I use it probably wouldn't be worth it.

Even so, I would still hope retentions would give me a much better deal than I currently have. Saying that we do have 2 phone sockets in the house so the second line....lol.

In my situation and based on me not having a phone line what would people be happy to pay?

GAZZAX

i am on the now-defunct 'S' plan, paying £15/m for 2mb.

i phoned up and gave it the 'I'm cancelling routine'

to which the bloke said 'alright then.'



not what i expected him to say.
may well have to ring back before the month is up and say i've changed my mind

Firebird

Hi Gazsharpe101,
I called to cancel the TV part of my package and get a price for just landline and Internet. The woman I spoke to that night didn't really have a clue and gave a ridiculous price and suggested I phone cancellations in the morning.
I phoned 150 then 2 then 2 to get through and she cnacelled for me with 30 days notice and arranged a date for the box to be removed - no problems.
Since then we have had a few call from them but since they insist on speakint to other half - they have not managed to get him at home so I don't know what they may have been going to offer

gjs6385

Hi Gazsharpe101,
I called to cancel the TV part of my package and get a price for just landline and Internet. The woman I spoke to that night didn't really have a clue and gave a ridiculous price and suggested I phone cancellations in the morning.
I phoned 150 then 2 then 2 to get through and she cnacelled for me with 30 days notice and arranged a date for the box to be removed - no problems.
Since then we have had a few call from them but since they insist on speakint to other half - they have not managed to get him at home so I don't know what they may have been going to offer

Thanks for that Firebird - if you could let me know what they offer (either on here or via PM) it would be much appreciated. I could then maybe state it when I speak to them or something as a guideline.

Firebird

Forgot to say when she gave me the price for phone and internet she offered to let me keep the box to use as a freeview box only for another £1 (therefore maintianed by them). We didn't need it as we bought a freeview box that we can also record with.