Virgin Media Retention thread

JamK

Optimist wrote: »

Section 13 of the DSRs to be read in conjunction with section 8 (3)

It is correct and wrong. S8(3) says that the customer should be informed of the contract in writing or other durable form. A phone call will only be durable if it is recorded. If the phone call was recorded, it will have the accurate account of what was agreed, so there will be no need to cancel the contract!

If they have lied about services, then there is a problem because I doubt if the agent will lie if s/he knows that the call is being recorded and they could be found out. So the only durable notification will be when you get the written copy of the agreement informing you what has been agreed, and you will have 7 days after the receipt of this to cancel the agreement.

dwhl

c_smith wrote: »

How long are retentions taking to phone people after the 30 day notice is given?

2-3 days after giving notice for cancellation.

superknight

A couple of weeks ago I had a conversation with retentions, and I managed to obtain a £10 reduction on my monthly contract, but with the addition of a Tivo 1TB (now making 3STBs - 1 Tivo, 1 V+HD, 1V), and upgrading my 10MB BB to the next level (which I believe is 30MB), and obtaining a Superhub as well. I was told that there was a special offer and this was for £49 (activation fee) - I confirmed that it was the larger 1TB box, to which the lady said yes. I re-confirmed and this was still a yes.

Two weeks later, someone else in Customer service read the notes and it turns out that it wasn't a 1TB box - it was 500GB. And not only that, my BB wasn't upgraded and I was given a normal hub. They said that if I wanted the 1TB box it would be £99 and they wouldn't be waived at all. I cancelled my contract with them as I was not impressed with their lying.

Is this normal for the retentions team to simply lie and mislead you on the call and then give you something different?

Tip: always get an email confirmation of what was offered otherwise they will tell you one thing and make a note of something else.

Thoughts? Anyone have similar experiences?

Lastly, anyone able to get a free Tivo box (no installation or activation fee) for either 500GB or 1TB?

c_smith

dwhl wrote: »

2-3 days after giving notice for cancellation.

Now 2 weeks and counting!

dwhl

Incidentally, when I spoke "customer relations" they did state that the standard price that they could always offer for XL TV, V+HD, XL phone and L BB was £37.99 a month. The "outbound team" are able to offer better deals than this...

glengates

superknight wrote: »

A couple of weeks ago I had a conversation with retentions, and I managed to obtain a £10 reduction on my monthly contract, but with the addition of a Tivo 1TB (now making 3STBs - 1 Tivo, 1 V+HD, 1V), and upgrading my 10MB BB to the next level (which I believe is 30MB), and obtaining a Superhub as well. I was told that there was a special offer and this was for £49 (activation fee) - I confirmed that it was the larger 1TB box, to which the lady said yes. I re-confirmed and this was still a yes.

Two weeks later, someone else in Customer service read the notes and it turns out that it wasn't a 1TB box - it was 500GB. And not only that, my BB wasn't upgraded and I was given a normal hub. They said that if I wanted the 1TB box it would be £99 and they wouldn't be waived at all. I cancelled my contract with them as I was not impressed with their lying.

Is this normal for the retentions team to simply lie and mislead you on the call and then give you something different?

Tip: always get an email confirmation of what was offered otherwise they will tell you one thing and make a note of something else.

Thoughts? Anyone have similar experiences?

Lastly, anyone able to get a free Tivo box (no installation or activation fee) for either 500GB or 1TB?

Ring them, lodge a complaint and ask them to listen to the outbound teams call as these are recorded to ensure they comply to distance marketing regulations.
If they offered this, they have to honour it!

superknight

glengates wrote: »

Ring them, lodge a complaint and ask them to listen to the outbound teams call as these are recorded to ensure they comply to distance marketing regulations.
If they offered this, they have to honour it!

Hi glengates- it wasn't outbound retentions - it was inbound (I called them). Do they also record these calls too? If I do get a call from outbound retentions, then I will firstly make sure I get an email confirming the conversation whilst on the phone and secondly make sure I re-iterate that the call is recorded.

visidigi

So...I didn't get as far as outbound retentions - but I am still considering changing my mind...

I was an old school VIP customer, 20mb BB, V+, V HD, SSport, Movies, HD Premium on V+ box, full telephone etc.

Was around £92 a month.

So now, for £94 a month I have been offered this:

Tivo Box 500GB downstairs (£49.99 activation - there was simply no way round it)
Move V+ box upstairs
Sky Sports and Movies on Both boxes
Sky Sports Premium HD on Tivo
XL TV
Full telephone package
50mb broadband.

So, that is around £10 a month cheaper over all than a new customer would get it, but its a new 12 mo contract on the TV and new 18 month on the phone.

Still scratching my head and wondering if I should cancel and hope they come back with better, but not sure they would.

Its due for install next week, so I have a few days yet to decide...

JamK

I think what you will find is that outbound retentions offer better deals then when you ring them.

My package is way below yours, but here it is

BB L (10MB)
Phone XL (with caller display, 08 numbers included)
TV M+
2 X HD + boxes

for £26 per month

Contract length same as yours.

This is over £20 pcm cheaper then a new customer. I may be missing the point here, but IMHO getting £10 off on a £100 package doesnt sound good value for money.

visidigi

you have to keep it in perspective.

for Sky to do the same is £102.50 a month.

Sky Sports and Movies is £30 a month on its own - and given they virtually show sports I watch all year now (and its one of only a few true vices) I am willing to keep it.

£37 of that £94 is consumed by Sky Sports and Movies with one box showing them in HD (which is required as standard signal Rugby from down under is weak to say the least...)

Its just wether there would be any better deals offered by outbound than inbound...the guy already went well further than the first three people I got through to.