Virgin Media Retention thread

Whiskerz

Hi All, New to posting on this site (been reading it and receiving the e-newsletter for a while though).

I've been reading this thread as I want to upgrade our internet package from M to XL (30mb with the free superhub) but when we ring up they say it'll be £15 extra a month for their 20mb connection which is only a 10mb increase from what they already give with M since they upgraded it?

Just want to know where we stand on pushing for a better deal, currently have

- TV: XL
- Phone: XL (bit pointless having the phone as we rarely use it or answer it due to it always being sales people and anyone important rings the mobile lol)
- Broadband: M
- 2 x V+ boxes and 1 V Box

Currently paying £58 a month, Thanks

fox1977

Going to try and giove them a call next week to see what they can offer. Anyone out there been offered a free upgrade to Tivo?

ffb4

call to disconnect offered crap deal got disconnection date....

2 days later got call off the disconnection survey team offered crap deal again or maybe i just want things for nothing

got off the phone with retentions (call Back) after they called me again downgraded broadband from xl to large but got huge discount and them to attually fix service.

Got:-
TV

• replacement v+hd & remote as mine bit worn
• New Tivo box 500GB no activation or installation free box
• both on XL package

Broadband

• 10MB broadband & New Superhub

Telephone

• evening and weekends uk:beer: calls
• Line Rental

RG11 cable repull from RG6

£30 bill credit as guesture of goodwill
£136 bill credit refund of faulty service 3 months

~ wait for it ~ £30.49 per month fixed for 12 months so Yes i snapped there hand off

I have heard of there underhanded lies from retention team so rang customer services to check how much he had put it on the system for and behold it was correct. even bill credits had gone on too.

Had a engineer out this morning to change v+hd box and superhub and measure how much cable needed . sub contractor comming this afternoon to repull RG11 cable and next week for tivo
:beer:


O DID i Mention my contract wasnt even up until end of January 2012 but just told them im happy to pay disconnection fee


just rang to complain about them making mistake on a repair previous hense me having problems got yet enougher £30 wont be paying my bill for long time with all these credits £196 in credit

saverdavey

Called back yesterday to confirm offer they made last week and they have increased it by £3 a month :mad:

Apparently an extra £3 charge per additional Tivo was introduced on 1st Nov. They would not honour the offer they made last week even though it was in my account notes!

So I've cancelled the lot. I know it's only £3 but it just really annoyed me that they made an offer, told me to have a think about it and then increase the cost when I call back!

saverdavey wrote: »

Hi all,

I've just been offered:

XXL Broadband (50Mb)
XL Telly
XL Phone with caller display
1 * 1TB Tivo
1 * 500GB Tivo

For £75.51 per month plus £99.90 installation / activation / something.

I have broadband and phone at mo paying £45.50 but contract will expire shortly.

Does that sound reasonable?

Thanks,
Dave

Wkdwill

I've just called virgin to reduce my package purely because of financial problems and they have said they can't offer me anything and that I'm getting the best deal anyway.

I have
Phone XL
BB XL (20)
TV XL on a V+HD box
£46.99

They said I'm already getting £30 discount and won't do anything else for me.

Whiskerz

Hi, Just a quick update... I rang up to ask how much it would be to upgrade from M to XL broadband and was told by customer services it would be £18.51 extra! I said that this is what it would cost a normal customer normally let alone on top of what we already pay for BB, but he said as we already have a loyalty pack nothing can be changed without losing the loyalty. So I politely asked to be put through to someone with which I could negotiate a new loyalty pack with.

The guy who answered was quite rude and said that to upgrade from M to XL BB our bill would go from £54.50 up to £79.00! (our bill is £3.50 less from my last post as we actually own one of the V+ boxes now and don't have to pay subscription). He then explained that we had the best deal in the country and said that I was 'cheeky' for wanting something better, to which I replied that I wasn't expecting something for nothing, just a fair price to upgrade my internet.

Anyway, got down to putting in notice but he said if I did he'd cancel my Tivo box (due Nov 25th) and if I changed my mind it would bring my bill up to £65 to get one installed, so may have to wait until after that date.

Also made the mistake of saying people on this forum have had better deals and he said they're all liars and exaggerators haha

Thanks

fondue

I think thats where u went wrong Whiskerz, you asked to put to another department instead of saying you wanted to leave Virgin.

I need some advice on mine to be honest:

This is my deal:

VTalk Evenings & Weekends
Loyalty Bb/Phone/TV Discount
T V Size: X L
1 Additional V Box
V+ HD Monthly Fee
Broadband Size: L

Price - £41.30

Phone Line - £13.90

I dont really use the landline at all.

My V+ box is rubbish and keeps on failing, this has been changed before. I was thinking of going on Tivo but they want £50 install and £3 extra a month. They said they could move my V+ to another room free of charge. I said I already have a V box in another room for £5.50 a month. Could they move the V+ and knock £3 off the £5.50 I pay, they said no.

Is it time to test the water with retentions or am I getting a decent deal as it stands now?

Anon

fondue wrote: »

I think thats where u went wrong Whiskerz, you asked to put to another department instead of saying you wanted to leave Virgin.

I need some advice on mine to be honest:

This is my deal:

VTalk Evenings & Weekends
Loyalty Bb/Phone/TV Discount
T V Size: X L
1 Additional V Box
V+ HD Monthly Fee
Broadband Size: L

Price - £41.30

Phone Line - £13.90

I dont really use the landline at all.

My V+ box is rubbish and keeps on failing, this has been changed before. I was thinking of going on Tivo but they want £50 install and £3 extra a month. They said they could move my V+ to another room free of charge. I said I already have a V box in another room for £5.50 a month. Could they move the V+ and knock £3 off the £5.50 I pay, they said no.

Is it time to test the water with retentions or am I getting a decent deal as it stands now?

As an existing customer retentions (Customer Relations) are the best port of call. Others report TiVo added, V+ moved for free, remove VHD resulting in £3.50 less (- multi room, + Tivo). They may be able to reduce your other costs as well.

Anon

visidigi

Wkdwill wrote: »

I've just called virgin to reduce my package purely because of financial problems and they have said they can't offer me anything and that I'm getting the best deal anyway.

I have
Phone XL
BB XL (20)
TV XL on a V+HD box
£46.99

They said I'm already getting £30 discount and won't do anything else for me.

they cant always reduce it - anyway, if its financial issues you have you need to drop what you have to lower packages to reduce your cost - Virgin do have a limit to how low thye can go on any package...

Wkdwill

visidigi wrote: »

they cant always reduce it - anyway, if its financial issues you have you need to drop what you have to lower packages to reduce your cost - Virgin do have a limit to how low thye can go on any package...

I did actually ring them to reduce my package and they said if I was to reduce everything but the tv it would be £52.90 or reduce everything to basic (tv just freeview) it would be £40.