Virgin Media Retention thread

marleyboy

We wanted to upgrade our V+ for a Tivo. OH promptly cancelled Virgin with 4 weeks notice, on the grounds she was not happy with the price and going to BT.

I was twitchy at the idea, as I did not want to go to the hassle of creating a new account with them should the expiry date leave us with nothing at all.

Two days into a Months notice and Virgin were on the phone offering free installation and activation of Tivo, with the V+ to be installed in the bedroom, on top of a reduction of £13 Per Month we paid on our existing XL package.

It seems loyal customers get given the brush off, offering Free activation of Tivo but a one off £49 installation fee, which at first they would not budge on it. However, during the 4 week notice of a cancellation, they will bend over backwards to keep you.

visidigi

MoreBeer wrote: »

:mad: Just called V.M and told them we wanted to leave, upon asking why they corrected our BB package as they had dropped it to 2meg when we were paying for 10 meg... so they changed that back to normal, typically the V+ box actually was ok when they asked me to check it. Still unhappy with the overall package and price though and all they have done is fix what they broke. Need help on what action to take to get a better deal! Thanks

Call them back and cancel - tell them you dont want to discuss it, you want to cancel, please provide you with the 30 day disconnection date.

You just HAVE to perservere - its not easy and I lost the will to carry on on two calls till I stuck out on the third and got what I want.

Even if they dont call you back in the 30 day period you can cancel the cancellation with ease, just a simple call.

visidigi

marleyboy wrote: »

We wanted to upgrade our V+ for a Tivo. OH promptly cancelled Virgin with 4 weeks notice, on the grounds she was not happy with the price and going to BT.

I was twitchy at the idea, as I did not want to go to the hassle of creating a new account with them should the expiry date leave us with nothing at all.

Two days into a Months notice and Virgin were on the phone offering free installation and activation of Tivo, with the V+ to be installed in the bedroom, on top of a reduction of £13 Per Month we paid on our existing XL package.

It seems loyal customers get given the brush off, offering Free activation of Tivo but a one off £49 installation fee, which at first they would not budge on it. However, during the 4 week notice of a cancellation, they will bend over backwards to keep you.

Indeed, the first thing the lady said when she called me was ignore all the discounts your've heard, I have access to discounts no one else can do...she immediately had my attention

MoreBeer

Ok thanks, will set the Missus on them tomorrow - lol. Will keep you posted, thanks again. :beer:

little-miss-pinky

No phone call for me yet.
Not sure i'm going to get one now, I only have 6 days now before I get disconnected

I really don't want to accept the £66 deal when I know others have got better on here.

I was adamant that I would let them disconnect me and get freeview, go cold turkey with the internet and save myself £700 a year but I'm not sure I can....especially over Xmas. I can't miss Noel Edmonds' Xmas presents lol.

What should I do??

Poppy9

little-miss-pinky wrote: »

No phone call for me yet.
Not sure i'm going to get one now, I only have 6 days now before I get disconnected

I really don't want to accept the £66 deal when I know others have got better on here.

I was adamant that I would let them disconnect me and get freeview, go cold turkey with the internet and save myself £700 a year but I'm not sure I can....especially over Xmas. I can't miss Noel Edmonds' Xmas presents lol.

What should I do??

email them to confirm disconnection date/time so you arrange for someone to be home!;)

It might well be they haven't actually put your disconnection on the system.

Anon

Poppy9 wrote: »

It might well be they haven't actually put your disconnection on the system.

I doubt it, it will be on the system and disconnect as planned - sorry. That said, there is no harm in double checking exactly when it will go off in order to give them another chance to give a better deal ...

Anon

marleyboy

little-miss-pinky wrote: »

No phone call for me yet.
Not sure i'm going to get one now, I only have 6 days now before I get disconnected

I really don't want to accept the £66 deal when I know others have got better on here.

I was adamant that I would let them disconnect me and get freeview, go cold turkey with the internet and save myself £700 a year but I'm not sure I can....especially over Xmas. I can't miss Noel Edmonds' Xmas presents lol.

What should I do??

Right up to the pinnacle of the last minute of termination, you can call up and reverse the termination. When they phoned here, it was usually whilst OH was at work, to the point they phoned up after 6pm as advised.

It seems that when they call you to change your mind, it is a different sales team as the standard. This team get commission paid for every customer they "claw back", no matter what deal they offer you to keep you. For them it is as simple as a tick box, as such can offer you any deal they feel might tempt you.

You could even play awkward, knocking back their first offer up until they throw additional extras and price cuts at you to the point you say "Ok then". Keep this thought on your mind as they bribe you, it is their job and intention to get you to change your mind and stay with them.

If by some ill chance you have slipped through their callback net, do as someone above suggested and call them back on the pretence you are confirming the date of cancellation in preparation for your next provider (wink wink) , at the very least that should give them the nudge they need.

little-miss-pinky

Thanks all for your help.

I will try an email first.

Does anyone know the email address please, I may have a virgin or blueyonder email account but it's been years since i've used it and I have no idea what it is!

MoreBeer

visidigi wrote: »

Call them back and cancel - tell them you dont want to discuss it, you want to cancel, please provide you with the 30 day disconnection date.

You just HAVE to perservere - its not easy and I lost the will to carry on on two calls till I stuck out on the third and got what I want.

Even if they dont call you back in the 30 day period you can cancel the cancellation with ease, just a simple call.

Ok, i called them myself, the guy was ok, fixed a fault with my Dads account while i was there too... tried all the usuall garb but i explained that a grand a year for all the hassle is not worth paying a grand a year for - explained that a dozen times...
He was quick to reply with you wont get any better anywhere else and gave me quotes from BT... lol.
Disconnection set for 6th of Jan :beer: