Virgin Media Retention thread

visidigi

Hmmm whats happened to VM?

Three calls today to Retention, the price went up on each of the calls and not one of them could reduce my price any further. :mad:

I will be calling to do the 30 day cancel tomorrow - I will admit, I'm shocked just how uninterested they are in a £100+ a month customer.

All I keep being offered is all the same prices I can get for being a new customer - given they dont have the equipment cost as I even offered to stay as I am - puzzling.

....if I upgrade to the latest VIP they still want activation fees etc, despite me saying I can do all installs on a self install basis.

Grrr

little-miss-pinky

I'm having the same problem visidigi. They're not budging!

Had another phone call yesterday asking why I was leaving, I said I was offered my deal for £58 and my contract said £66. She said there was no record of a £58 so he mustn't have recorded the call and there was no way she could match it, she did apologise though for me being offered that in the first place.

The only thing she offered was £64 a month but my bb would be small, just 2 meg. Didn't think a small broadband even existed with VM anymore :huh:

I declined again. I only have 2 weeks left before my disconnection lol.

visidigi

I slept on the idea and tbh, I've had enough.

Im going to go ahead and disconnect, see what they come up with - currently everything they are offering me is full price and I could do it myself online - upgrading from old to new VIP 50 they wanted £30 to activate, they would waive the Tivo activation BUT - they wanted to charge me £12 a month to move the V+ upstairs, despite having had one since launch.

Im thinking a 12 month visit to Sky might be in order...

liam8282

visidigi

I think your problem might be, it is you that is ringing them. You are clearly ringing them to try and get a better deal, rather than leave. They will no doubt have notes on the account showing that you are ringing them and they will be able to see that you don't look likely to leave.

I don't think that the retentions people that ring you, are the same retentions people that you speak to when you ring them.

The retentions that ring you seem to have more authority on what they can offer and what they can actually do.

I am quite sure that you will get offered a better deal if you just tell them you are not interested in what they are offering and give your 30 days notice to leave. You will get a call within say a week and different deals will be offered.

visidigi

Oh I know this...I haven't yet managed to get someone to put through my disconnection request - twice last night they said...theres nothing we can do.

Astonished - I then asked for alternatives, but the dinner was ready and couldn't faff about any longer.

They said think about it so I did - and now Im leaving

Lexxx

i have
m phone- talk weekend
basic tv
s broadband

this started as originally 13.99 a month it is now 16.94 a year later.

My contract ends end of december, they have offered me

m phone- talk weekend
xl TV - with free v+ TV box
s broadband
=£39.35 on a 12month contract

I really want xl tv, had it many moons ago and had to drop it coss of lack of funds.
I nearly jumped and accepted, this was the i am thinking of leaving dept. retentions?
but i feel i could get a bit more off, or get more for my money.
Any views?

liam8282

visidigi wrote: »

Oh I know this...I haven't yet managed to get someone to put through my disconnection request - twice last night they said...theres nothing we can do.

Astonished - I then asked for alternatives, but the dinner was ready and couldn't faff about any longer.

They said think about it so I did - and now Im leaving

They are a pain, I was on the phone for at least half an hour when I rang them, with the guy telling me how bad sky were and asking me what I wanted / expected, but going round in circles because he couldn't match what I wanted.

In the end I was getting quite annoyed with the guy and told him to just put the 30 days notice on my account like I had asked him to!

As you know from my previous comments, I knew what I wanted and what price I was willing to pay, so it was a matter of Virgin offering me that deal or me leaving.

When retentions rang me, they asked what deal I wanted, I told them, they agreed and everything was sorted out within about 10 minutes, including confirming the installation of the new equipment.

I also got a month for free which I was offered, but didn't expect or ask for.

I thought I had received another £60 credit, but this was a contra against the new hub I am getting.

The only problem I have had with any of this, is I still haven't received the hub I asked for, but that should be delivered any day now. It is showing on my account and I have rang them to see where it is, just waiting for it.

Poppy9

Lexxx wrote: »

i have
m phone- talk weekend
basic tv
s broadband

this started as originally 13.99 a month it is now 16.94 a year later.

My contract ends end of december, they have offered me

m phone- talk weekend
xl TV - with free v+ TV box
s broadband
=£39.35 on a 12month contract

I really want xl tv, had it many moons ago and had to drop it coss of lack of funds.
I nearly jumped and accepted, this was the i am thinking of leaving dept. retentions?
but i feel i could get a bit more off, or get more for my money.
Any views?

I just renewed and have:

L phone
L TV
L broadband
New Tivo box installed free.

My TV should be M+ but there is free 3 month upgrade available so I have it until Feb next year, thereafter if I want to keep it then it's and extra £6.

I've had issues with my Tivo boxes not working but it seems ok now. Engineer came out yesterday and said it was a problem with download which they were aware of and we should have been told on the phone. Touch wood all working now.

Lexxx

what is your cost poppy9?

tivo and V+ ? they are not the same thing?

visidigi

liam8282 wrote: »

They are a pain, I was on the phone for at least half an hour when I rang them, with the guy telling me how bad sky were and asking me what I wanted / expected, but going round in circles because he couldn't match what I wanted.

In the end I was getting quite annoyed with the guy and told him to just put the 30 days notice on my account like I had asked him to!

As you know from my previous comments, I knew what I wanted and what price I was willing to pay, so it was a matter of Virgin offering me that deal or me leaving.

When retentions rang me, they asked what deal I wanted, I told them, they agreed and everything was sorted out within about 10 minutes, including confirming the installation of the new equipment.

I also got a month for free which I was offered, but didn't expect or ask for.

I thought I had received another £60 credit, but this was a contra against the new hub I am getting.

The only problem I have had with any of this, is I still haven't received the hub I asked for, but that should be delivered any day now. It is showing on my account and I have rang them to see where it is, just waiting for it.

For the love of god!

I have just had the most torturous experience - I got yet another monthly price, and then they finally gave me the price I had from the first call for my existing package.

So I pointed for £2 more I could have VIP 50 as a new customer. Was told I was wrong, it was £21 more than I was paying. So I finally got that corrected - but was then told although I could have the £30 for broadband activation waived I would have to pay for the activation for the TiVO.

I pointed out this was the opposite of the day before - no dice.

So then I started to get p'd off. Constantly being told there was nothing else they could do. Constantly being told I was wrong in saying what the offers were unless I backed them up. Then I pointed out new customers get the install and activation free - all of a sudden, 'yes sir we can do that for you'

So let me get this straight, you can't do anything for me unless I prompt you to - he told me that was the way they are told to sell. I told him it was a crap way to sell.

So I ended with the offer I originally wanted in the first call - went fishing for goodwill for all the crap ive been through, still no dice.

In the end I had had enough of the underhand tactics - I asked him to write up the notes and EVENTUALLY after 20 mins of him telling me he could do the offer I wanted I told him to disconnect - I told him I was so fed up with the attitude.

So, if I get a call I will see what they do, if I don't I go back to his offer again in a few weeks time - makes no difference to me as despite them saying yesterday they could install tomorrow apparently its now January 18th at the earliest...

shambles quite frankly - disconnection date confirmed for 4 weeks today