Virgin Media Retention thread

ffb4

Your not Alone!
Called to add movies to package to be told i wasnt even on the package they agreed but £25 more!

after lot of phone calls they wanted my copy of the contract after speaking to few managers got it for price in contract but as i didnt have 3rd box that they quoted me for a pound in contract as i agreed this after contract generated dispite in there notes they would not offer it and i had to disconnect it. they said if i can proove it they will give me it ! other than there notes and there recording how else can i proove i was offered that price i even have guys name-Chris who sold me it.

They was very rude so i said thanks for putting in coax and drilling hole etc now i can use it for freesat as only installed on 8th november and save my self some money lol they wasnt too happy at that!

I guess its there practise to lie to customers or is there system that complicated. oh amd told them to for get movies or any other upgrades from me

TEP wrote: »

First time posting and need some advice:

Customer since the 1990's Nynex Days! Never really had problems. But due to budget tightening,

1) Called to cancel and was called back by retentions team offering a particular deal.

2) After Negotiations, a particular list of services was agreed at a price in the region of 10 pounds cheaper than "Normal".

A Superhub was added on my request providing the services weren't reduced from the deal offer. (Meaning that had they said no, I wouldn't have minded but just asked to see if they could - They said yes.)

Monday - They called to offer a Deal
Wednesday - They called to confirm deal + Book engineer
Friday - Engineer
Saturday - Contract Letter

Now i called today to mention that in the contract letter a particular agreed service wasn't included. (TVXL has been downgraded to M+)

I have arranged a multitude of deals and offers and negotiations in my time, and I'm not angry; Mistakes happen on my part and others.

But on that Wednesday, if they have recorded my conversation, I had confirmed 3 times what services would be part of the deal with no objection from the representative;

The subsequent letter for 12 months doesn't have the agreed services listed.

The representative today just would not even countenance that this had occurred, and maybe got the impression that I was being "Cheeky" asking for TVXL.

But it's not the TVXL that concerns me its that the deal can be agreed and the contracted services changed within the click of a mouse and a letter.

Calculating the package as a new customer on their own website, it comes to 10 pounds more; Even with the "New equipment"
The adviser tried to blind me with

"But you have a TiVo Box a Superhub (60) thats like 150+ credit" -
"if you want TVXL pay for the Equipment"
"So..? You're leaving us just because of TVXL? Giving up e-mail; all or messages will go - TV and Phone, just because we can't do TVXL "

I just feel they aren't getting why I have issues with this mis-selling;
I even tried to compromise saying

"Well I requested the Superhub in addition to the agreed deal, so i'll give that back if you honour the agreed deal relating to the key services"

DisCo booked, but am I being a sad pedant, or am I right in complaining?
Would I be this critical had they accidentally included an even better service (Say Sky Sports etc) for the same price? - Well I'd still call up to make sure!

TEP

^ Happy to know I'm not the only one, then. Thanks too Liam.

Any suggestions as to how to handle mis-selling such as this? Can I complain to someone else higher up than "Customer Services" who ended up being incredibly obstinate in insisting that it wasn't "their fault" and refusing to even countenance a fair solution?

As I said, this hasn't happened before and Virgin Media/NTL/Cable and Wireless/Nynex have always been fair as have I (Never missed a bill payment even before the Direct Debit Mafi-a made things "Easier" for the companies)

liam8282

TEP not really sure what you can do tbh. If I were you though I would just stick to your guns for as long as possible and hopefully they will give you the deal they offered you.

I have just come off the phone with retentions was offered:

L phone
XL tv
L bb
Keep my hd box & my v+ box
TiVo
Superhub
No installation costs
1 month free as gesture of goodwill

£55.40pm 12m deal

That is what I aimed for at the start so I accepted. Hopefully it will all go smoothly without any problems that others have faced.

alspants123

Hi all,

I am coming towards the end of a deal with Virgin Media:
xltv
l broadband
l phone

paying 55 ish a month

I have done all the haggling I can and have got down to:

xltv
l broadband
m phone
500 meg tivo box
swapping v+ box into another room

paying 43.90 a month and install cost of 29.95 ( a very hard fought for discount!) I have asked for a 1 tb tivo box for an cost of 49.95 install but they arent playing ball.

If I dropped the tv to l it would be £39.90 but i would miss espn i think!

What do you all think?? I am interested in your opinions'

Poppy9

Poppy9 wrote: »

Well after my first offer of £44.90 a month for keeping same box and having XL TV which I never asked for so I asked to be disconnected I had a revised offer today.

£32 Tivo box (no installation fee) and keep same package but have telephone with free evening calls as well.

I'm quite happy with this. I did ask to keep my existing V+ box and move it to another room but that takes my monthly bill upto £45 which is too much so I'm going to stick with the £32. I'm going to mull it over for a few days though in case they revise the second box offer !

I had another call today. They are very sad I'm disconnecting and offered me my existing package plus evening calls for £34.90. I said I had an offer of £32 on Sunday but she said that was impossible so I read out the email I had requested confirming the offer. Suddenly her system changed to £32 too.

I asked how much extra to keep my V+ box and relocate and was quoted £39.50 which was cheaper than Sunday's offer but I decided that this was a cost saving exercise so I've gone for the £32 and my new Tivo box. Might try when engineer here for install to say I wanted to relocate V+ box as I've heard they ring through if it's not much work and get you a price for upgrading.

Midnight_Tboy

DemiDee wrote: »

We have recently been moved onto BB Large instead of Medium without requesting it. When I queried it, I was told that the Medium package has not existed since February, and thus we have 'done well' that this has been missed until now. So, I entered into the new contract they have now sent, but wanted to know if they're telling fibs.

Is anyone else here still on the Medium BB package???

M BB still exists....as I'm on it right now, and still listed on their website under My Account. Also a mate works at retentions, obv its the same speed, but the STM traffic shaping restrictions are supposedly a little looser on L

DAVO55

I have large BB (10mb)with virmin. no tv and no phone line. DO NOT WANT TV OR PHONE.cost is £26 month. to much i know. who else can i get cable BB with if i leave virgin?
will ring retention but need ammunition to get a better deal. hope somebody can help.THANKS.

VfM4meplse

DAVO55 wrote: »

I have large BB (10mb)with virmin. no tv and no phone line. DO NOT WANT TV OR PHONE.cost is £26 month. to much i know. who else can i get cable BB with if i leave virgin?
will ring retention but need ammunition to get a better deal. hope somebody can help.THANKS.

Get yourself a dongle instead.

little-miss-pinky

Had a phone call today, Missed one as I was driving but answered the 2nd one. He asked why I was disconnecting and if I had problems with VM, I told him not really, I was going to go to SKY due to the cashback and the £100 voucher.

He then offered me my deal for £58.

I asked about the HD package included, he said £65 with that.

I said i'd like to think about it, so he offered to ring me again but also said "or I could cancel your d/c and I could send you the contract and if you're not happy you could cancel"

I said "No, don't cancel my disconnection, i'll think about it"

So He's calling me on Tuesday but I think i'll be accepting £58 :j

Would have liked Sport in HD but i'm happy without it, We cancel our Sky sports anyway once the footy seasons over.

Pretty amazed how £79 can get down to £58 so easily!

Tigsteroonie

We've just had our call from Retentions, and we've got:

L Broadband
M Telephone (voluntary downgrade from L, but added CLI and Anonymous Reject)
XL Television
TIVO downstairs
Old HD box upstairs
No installation fee on the TIVO

for £44 per month on a 12m contract.

Probably could have held out for more, but I'm not that patient :rotfl: We're happy with that offer.