Virgin Media Retention thread

fishingcinema

Phoned up to give notice on my virgin media as for the last 11m have had nothing but trouble with the internet connection.

Pay for 10mg but in the evening from 6pm onwards never receive more than 2mg
Had numerous tech s out tested everything new router and modem, supposed to have another line pulled but they decided to just put another connector on the line, then were on a overloaded broken server so moved to another one, same problem.

Had another tech guy out wens, went downstairs and they have also tapped into my line coming into my flat and used it for the flat upstais.
Got a call back to say you need a new line pulled.

Called to give notice and was told you can not leave you are in a 12m contract, replied i can leave you have broken contract by not providing service paid for, and i will only stay if you refund portion of what i have already paid for services not received,

they refunded £90 last sep due to the problems but at the same time i took out a phone line as it was costing me a fortune to call virgin to report problems.

£24pm

10mg broadband
phone line
anytime phone calls

Get a call from retentions today explain the problems been having and was offered 2 deals

Deal 1 £20pm

For 12m keeping 10mg broadband/phone line/phone calls
£40 credit to be added to my account
free calls to 0845 and 0870

I said i never use 0845 or 0870 numbers i use saynoto 0870 and get the free ones
he said its half price of what you already pay, i said its not half price as i only pay £24pm. he then offered

Deal 2: £24pm

30mg broadband
phone line
anytime calls
wireless hub (router and modem in one??) free should be £70


I said i would consider deal 2 if they would consider adding some funds to the account and was he at work later, he said no but have a think and call back mon.

Sorry for the long story but wanted to let you know the background info.

snowqueen555

I need help, I tried getting a discount on my bill a few months ago but they said NO.

Typical bill is below

FIXED CHARGES
Line Rental - £11.99
Payment Handling Charge - £ 5.00
Talk evening/weekends - £ 3.45
Phone/Broadband - £12.50
Paper Bill - £1.25
===========================
TOTAL - £34.19
===========================
USAGE CHARGES - £19.00
===========================
GRAND TOTAL - £53.19

tricksterdude

How long does it normally take for the retention department to call back? I phoned to cancel on Sunday there and have heard nothing 5 days later

latecomer

thfcmad wrote: »

Got my call from retentions last night. Got

XL TV,
XL Phone with 250 mins of 0845/0870 numbers,
L BB,
extra V+ box
new superhub

All for £34 per month!! Very happy with that!

Now thats a nice bundle - I suspect most people wont get that.

CAPTAINBLONDECHICK

It's that time of year when I try to haggle down my costs with Virgin! I have no actual intentions of leaving but as usual want to try and get my monthly amount down seeing as there is a price increase coming. Currently I have:-

M Phone (not many calls made)
XL TV with V+
L Broadband

Paying £42.

Would not want to lose anything I currently have. What should I be aiming for? Any suggestions?

Thanks in advance!

ACDeag

snowqueen555 wrote: »

I need help, I tried getting a discount on my bill a few months ago but they said NO.

Typical bill is below

FIXED CHARGES
Line Rental - £11.99
Payment Handling Charge - £ 5.00
Talk evening/weekends - £ 3.45
Phone/Broadband - £12.50
Paper Bill - £1.25
===========================
TOTAL - £34.19
===========================
USAGE CHARGES - £19.00
===========================
GRAND TOTAL - £53.19

You could save £6.25 a month by going Direct Debit and online billing, but you probably know that.

What are your usage charges, where are you calling?

ryantcb

whats a payment handling charge?

ACDeag

ryantcb wrote: »

whats a payment handling charge?

A charge for paying by any other method other than Direct Debit.

candystick

I put in my cancellation last week as i was paying £54 for

Tv Xl
Phone M+
10Mb broadband

Decided to go with Sky for my tv package but wanted to really stay with Virgin for Broadband and phone the best CS could offer on that was £24.

Had a call from retentions this morning and got 10mb broadband and unlimited calls with 0845 numbers etc included for £15 a month on a 12 month contract.

I accepted as i thought that was a really good deal

Buddy51

Hi Guys/gals

I've been watching the price increases with Virgin media and noting the difference new customers over already customers.......I think it stinks!

OK, I'm getting 'quite' a good deal but, this was only through contempt and complaining after so many breakdowns with the equipment over the years........even the installation wasn't done properly when they pinched the main cable going into the house :mad:.

So, I was going to order the 50mb upgrade at the cost of £25pm after paying £25 for sometime for 10mb..........under the information for the upgrade for the customer as follows:-

• Virgin Media Super Hub wireless router
  and USB adaptor
• Unlimited online backup & storage
• 100 free photo prints every month
• Free installation & activation - only when you upgrade online

Well, I thought it would be worth it having 50mb for the price of 10mb at no extra cost!...........
Booked for the installation online on the 23 Feb 2011 and got the order number and date of 7 March, morning/midday for 8-1pm and finished by having all the details of the request.......package, services, broadband extras and fees on the next page.

Had an email with.....

"Thanks for your order received on 23 February 2011.
We're on the case and a member of our team will get back to you as
quickly as possible."

Never had a call so I presumed everything was OK..........

Waited for the guy to turn up and when the time got to 2pm I phoned to find out why they hadn't appeared......Replies of.......there a message on here (her computer) dated the 24th Feb that we cant install because I would lose all my present discounts and the 50mb would cost me another £25!!...........£50 for 50mb?? Hmmm:shocked:

I asked why I hadn't been told this and all she could do was to say "sorry" and could get someone this Friday to install but would cost me!

This is my present service charges..........

Virgin payment summary March 2011
Telephone Line Rental…………………………….. £12.24
Talk Evenings & Weekends………………………. £3.50
Free Talk Evenings & Weekends…………….. -£3.50
Additional Loyalty Discount……………………. -£1.75
Triple Combo Pack Loyalty Discount………. -£18.25
TV Size XL………………………………………………... £25.00
1 Additional V Box…………………………………… £15.00
V + HD Box…………………………………………….… £0.00
V HD Box……………………………………………….... £0.00
Add Set Box(es) Discount…………………….…. -£9.40
Broadband Size L (10mb)……………………..….. £25.25
Fully Itemised Billing…………………………..…… £0.00
Payment Handling Charge…………………..…… £5.00
Payment Handling Charge Credit……………. -£3.50
Paper Bill Charge…………………………………….. £1.25

Total charges …………………………………..…….. £87.24
Total Discounts………………………………..……… £36.40
…………………………Total monthly charge £50.84


She said I could only get a £21.50 discount with the new upgrade and nothing else!

Do you think she is right or is it worth a call to retentions??