Virgin Media Retention thread

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Wig wrote: »

How do you know? Do you ask them what dept they are?

Yes, every time.

emma396

called virgin this morning, asked why the cheaper costs hasn't been passed onto existing customers, was told that there is advertisment and leaflets, its customer responsibility to call up and ask for it.......
anyway, got my £11 (phone) + £18 (2mb bb) reduced to £16.50 for both, could reduce it even more if i go with the ebill option. is that good, or could i get better? i know bb is currently on offer at £4.50 for new customers which would be £15.50 incl phone line, but didn't want to push it. anymore suggestions?

Wig wrote: »

If I were you I would complain about being charged 18 /mth for service they are definately currently valuing and selling to customers @ 9 /mth (full price value) and ask for compensation.

They also say on my bills that the full price is 18 /mth but I have discounts off that which bring it down to 4.50 mth.

Aside from asking for compensation you should at the very least ask them to give you from this point onwards the current deal for bb & phone which is 15.50 mth = 11 + 4.50

They will say it is a 12 mth contract, to which you will be saying after x years with you I don't think I should be tied by a contract now.

They will say after the 12 mths it will rise again (the online says to £20 mth) you should try to get them put it indefinately and confirm the offer by email.


Once you have sorted your deal out you, me and everyone else should be complaining to OFCOM. trading standards and the OFT that Virgin is charging customers different rates for the same service -outside of any special offer contract periods.

You have to call 150 and select "I'm thinking of leaving"

Come back and report what you got please.

BexTech

emma396 wrote: »

called virgin this morning, asked why the cheaper costs hasn't been passed onto existing customers, was told that there is advertisment and leaflets, its customer responsibility to call up and ask for it.......
anyway, got my £11 (phone) + £18 (2mb bb) reduced to £16.50 for both, could reduce it even more if i go with the ebill option. is that good, or could i get better? i know bb is currently on offer at £4.50 for new customers which would be £15.50 incl phone line, but didn't want to push it. anymore suggestions?

Your £16.50 offer is the offer currently on offer. The £15.50 is the £16.50 with the £1 off for having eBilling - your bill not sent in the post, but an email telling you you can now view the bill online - actually quicker than getting a paper bill.

emma396

BexTech wrote: »

Your £16.50 offer is the offer currently on offer. The £15.50 is the £16.50 with the £1 off for having eBilling - your bill not sent in the post, but an email telling you you can now view the bill online - actually quicker than getting a paper bill.

i did the ebilling thing with our BT line and found it extremely difficult to print off the bills which my dad wanted coz it's part of the business, but will prob do it with virgin coz their bills are quite simple anyway. what do you think claiming back money for the past when we've been paying over the odds, or is that wishful thinking?

Wig

emma396 wrote: »

called virgin this morning, asked why the cheaper costs hasn't been passed onto existing customers, was told that there is advertisment and leaflets, its customer responsibility to call up and ask for it.......
anyway, got my £11 (phone) + £18 (2mb bb) reduced to £16.50 for both, could reduce it even more if i go with the ebill option. is that good, or could i get better? i know bb is currently on offer at £4.50 for new customers which would be £15.50 incl phone line, but didn't want to push it. anymore suggestions?

I still think this rip off needs to be blown wide open, I can't beloeive it is legal to charge old customers more than new customers (after the introductory discount has finished).

Report Virgin to OFCOM OFT & Trading Standards. I will do the same. OFCOM only investigate after recieving lots of complaints - about 50+ so I think it easily do-able by a forum such as ours. OFCOM complaints can be taken online, I think.

Regards your offer, I wouldn't have been happy to have to accept 16.50 with paper billing instead of 15.50. But I too might have eventually accepted the offer, and reluctantly gone to E billing for 15.50.

What about a tie in contract? Did you refuse a new tie in clause? And how long is your offer to be applied 12 months?

BexTech

emma396 wrote: »

i did the ebilling thing with our BT line and found it extremely difficult to print off the bills which my dad wanted coz it's part of the business, but will prob do it with virgin coz their bills are quite simple anyway. what do you think claiming back money for the past when we've been paying over the odds, or is that wishful thinking?

Probably wishful thinking. Though you never know.

emma396

Wig wrote: »

I still think this rip off needs to be blown wide open, I can't beloeive it is legal to charge old customers more than new customers (after the introductory discount has finished).

Report Virgin to OFCOM OFT & Trading Standards. I will do the same. OFCOM only investigate after recieving lots of complaints - about 50+ so I think it easily do-able by a forum such as ours. OFCOM complaints can be taken online, I think.

Regards your offer, I wouldn't have been happy to have to accept 16.50 with paper billing instead of 15.50. But I too might have eventually accepted the offer, and reluctantly gone to E billing for 15.50.

What about a tie in contract? Did you refuse a new tie in clause? And how long is your offer to be applied 12 months?

she said 12 months contract, i said we'd been with them for over 10 years, doesn't really matter, we'll prob stay for another 10. i'm on the ofcom website now, are we looking under http://www.ofcom.org.uk/complain/internet/isp/overcharged/ ?

BexTech

emma396 wrote: »

she said 12 months contract, i said we'd been with them for over 10 years, doesn't really matter, we'll prob stay for another 10. i'm on the ofcom website now, are we looking under http://www.ofcom.org.uk/complain/internet/isp/overcharged/ ?

Problem is you haven't been over-charged, just charged differently to new customers.

Same goes with many ISPs and many other companies.

New customers are offered discounts to gain them as new customers.

Wig

emma396 wrote: »

she said 12 months contract, i said we'd been with them for over 10 years, doesn't really matter, we'll prob stay for another 10. i'm on the ofcom website now, are we looking under http://www.ofcom.org.uk/complain/internet/isp/overcharged/ ?

From there I would click,

"submitted formal complaint"
then
"submit consumer monitoring servey form"

Or just click on this link
http://www.ofcom.org.uk/complain/internet/isp/cancelled/formal/?itemid=421254

Wig

BexTech wrote: »

Problem is you haven't been over-charged, just charged differently to new customers.

Same goes with many ISPs and many other companies.

New customers are offered discounts to gain them as new customers.

Yes new customers offered discounts, this problem goes deeper than that, once the new customer special discount period is finished they revert to a standard rate which is cheaper than the standard rate for old customers for exactly the same service. How can a company have many diffeent levels of "standard rate"? This is overcharging. Unfairly overcharging old customers, by not updating their service charges to the same as the new rates.

It would be the same as BT or Virgin charging telephone line rental £11 for new customers but £15 for old customers.