Virgin Media Retention thread

Fojo

great thanks anon, going to her house shortly, i will let you know how i get on!

Fojo

reason i was concerned was that for basic tv/computer & phone (free weekend calls only) she's paying £70+ a month and doesnt use the phone that much! I called them and spoke to an incredibly helpful man who looked at her calls & explained that it was because she calls mobile numbers a lot (in particular my brother who works away). he suggested she take free anytime local calls for £8 per month or pay £9.20 per month for 200 minutes of calls to any number. We thought that didnt sound like many minutes but he then went onto say that over the last three months she'd only made calls of 110 - 180 minutes in total so she;s gone for that. Might try after christmas to haggle for a cheaper deal but for the moment we're happy. Thanks for all of your help and good luck to you all with your haggling!

visidigi

visidigi wrote: »

And wadda you know...the Virgin customer loyalty call cometh this morning....

Im and old school VIP customer so I had...

20mb BB
XL TV
V+ Box
VHD Box
Talk International
Talk Mobile
XL Phone
Sky Sports
Sky Movies
Premium Sky HD

£99.95 a month

Been given...

1TB Tivo
V+ (my current box moved upstairs)
50mb BB
XL Phone
Talk Mobile
Talk International
XL TV
Sky Sports
Sky Movies
Premium Sky HD

All activation, device (free superhub and free 1TB TiVO) and install charges FREE - rolling contract - no new commitment.

£86.46

Shame I had to go through the whole cancel process just to get something other than a current list customer deal...but

VERY happy with that

It's official.

I've lost the will to live I really have.

So I login to my account, find a goodwill gesture showing and think ah thats nice, that will cover me for the 6 WEEKS its going to take to install and start my new price.

Well those of you following (why I dunno but bleh! ) my contract arrived and whilst the monthly price was right, there was £79.99 install charges showing.

So I call up retentions, get some complacent agent who tried to complete my sentences and interuptting me saying 'I bet i can guess whats happened' before she'd even looked at my account.

Ironically she she was wrong. She thought the contract was wrong, but it was the install fee. She corrected this and removed the £49.99 fee from the install charges, it was then she revealed the £30 in my account marked as a goodwill gesture was nothing of the sort, this was the £30 broadband activation fee (which isn't due till the install date in 6 weeks time).

So I asked them to do something about the charges I was about to be hit with because the install was going to be two billing dates away (my bill was produced today) and she said there was nothing she could do, she got a manager (who I didn't ask for) to say the same - so I asked to speak to the people who did the deal - that was two days ago.

My bill has landed today like I say and for those following you'll know I've had 5 different prices for my current package - well, I now have a 6th - and its the one on the bill - its gone up 20% to £115 for the old VIP package, for no reason at all.

So not only has it gone up by 15% but the £30 goodwill I was given for the activation has been wiped out in this bill and next, resulting in a £115 this month, next month and even though I have negotiated a discount the first month of my 'new' deal will be £115-120 too as the goodwill gesture has been wiped off the account too.

To say I am unhappy is an understatement, I cannot get to speak to the loyalty group, they won't ring me, they have no email, they are a faceless department of distant hope in a constantly staggering (and not in a good way) customer 'service' group at VM.

I've had it, I am calling tonight and they can collect the lot - its an absolute joke! I want to say more, but could get locked up for it

MoreBeer

visidigi wrote: »

It's official.

I've lost the will to live I really have.

So I login to my account, find a goodwill gesture showing and think ah thats nice, that will cover me for the 6 WEEKS its going to take to install and start my new price.

Well those of you following (why I dunno but bleh! ) my contract arrived and whilst the monthly price was right, there was £79.99 install charges showing.

So I call up retentions, get some complacent agent who tried to complete my sentences and interuptting me saying 'I bet i can guess whats happened' before she'd even looked at my account.

Ironically she she was wrong. She thought the contract was wrong, but it was the install fee. She corrected this and removed the £49.99 fee from the install charges, it was then she revealed the £30 in my account marked as a goodwill gesture was nothing of the sort, this was the £30 broadband activation fee (which isn't due till the install date in 6 weeks time).

So I asked them to do something about the charges I was about to be hit with because the install was going to be two billing dates away (my bill was produced today) and she said there was nothing she could do, she got a manager (who I didn't ask for) to say the same - so I asked to speak to the people who did the deal - that was two days ago.

My bill has landed today like I say and for those following you'll know I've had 5 different prices for my current package - well, I now have a 6th - and its the one on the bill - its gone up 20% to £115 for the old VIP package, for no reason at all.

So not only has it gone up by 15% but the £30 goodwill I was given for the activation has been wiped out in this bill and next, resulting in a £115 this month, next month and even though I have negotiated a discount the first month of my 'new' deal will be £115-120 too as the goodwill gesture has been wiped off the account too.

To say I am unhappy is an understatement, I cannot get to speak to the loyalty group, they won't ring me, they have no email, they are a faceless department of distant hope in a constantly staggering (and not in a good way) customer 'service' group at VM.

I've had it, I am calling tonight and they can collect the lot - its an absolute joke! I want to say more, but could get locked up for it

Uh Oh... they are due to call me back in a few mins, was hoping it would be as straight forward as it seemed to be for you - untill now that is... lol.
Well, can only try my best
Wish me luck!!!!!!!!!!!! :beer:

little-miss-pinky

That's rubbish visidigi, I don't blame you for telling them to stuff it.
Looks like they aren't even bothered if they lose loyal customers.

I'm going to ring tonight after 7 like you advised, I'm not sure whether my offer will still be there for me to take, but it doesn't look like they're gonna cave in and ring so I'll have to!

Will it be possible to accept a deal without starting a new contract, Do you think? My bb will be unchanged, the phone line is new so maybe a contract will be made for that, but not sure about Tivo.

visidigi

If you add a feature its a new contract...

I called them and I found a gem, someone who actually could, would and did help me. He was greatly helped by the fact that a new install date came through - so its moved up two weeks to the begining of January.

Another £30 goodwill has been added to address the contract price increase - and as my install has come forward I'll end up better off as ill be on my new price a monthly bill earlier.

They're lucky he picked up the phone - had I got the woman from the other night I would got nothing and would have left...

MoreBeer

visidigi wrote: »

If you add a feature its a new contract...

I called them and I found a gem, someone who actually could, would and did help me. He was greatly helped by the fact that a new install date came through - so its moved up two weeks to the begining of January.

Another £30 goodwill has been added to address the contract price increase - and as my install has come forward I'll end up better off as ill be on my new price a monthly bill earlier.

They're lucky he picked up the phone - had I got the woman from the other night I would got nothing and would have left...

All sorted now then
V.M never called us back, although we did get several Telesales calls up until 9.30pm. Will keep you posted on my fingers crossed "experience" lol. Have a good weekend :beer:

Lexxx

I cancelled my contract & two days later i got a call from the external retentions people offering me what i wanted in the 1st place
phone - free weekend calls - dont use, but need it for cheaper deals
small broadband 2mg (supposedly) works the same as when it was 10:p
XL TV for £31 and change.

it might not seem much, but i have had same phone & BB deal forever and i had basic TV for £15 a month and i wanted the XL tv back. I use to pay £30 for all 3, way back when, so i am happy:D

apparently discount is valid for two years, contract last for 1 year?

Thanks to you guys on this thread i held out and got what i wanted, not what they wanted to shove at me:T

Poppy9

My Nov/Dec bill was wrong after renewing, in their favour of course! Anyway I emailed them and have in writing it's wrong and aske me to ring. I rang an no problem credit applied ot my account.

I made them email me my new contract price offer initially and so glad I did as it's backed me up since then!

visidigi

I've figured out what caused my increase, note the word I, not they - they couldn't figure it out, but it seems the 'free' 08 tickle they have been sending for people to have on their account has screwed with the discounts system, so instead adding it for free it increase by monthly bill be £15.

So if anyone has taken on this recent 'tickle' (seriously fire the marketing people for that one) check your bills to see if it has increased this month.