Virgin Media Retention thread

bignred05

jpsid wrote: »

Has anyone received a call from the Outbounds Retention team recently?

We have disconnected twice in the last few months - I cancelled the first disconnection 2 days before the disconnection date, as hadn't had the call, and phoned again a few weeks later on 30th Jan to arrange another disconnection but, again, we have received no call. We have been with VM for 15+ years and were on a retention deal of half price line rental and a loyalty discount of £15.85 but that expired in January so our monthly bill has increased by £22. Was hoping at the very least to get the loyalty discount reinstated but the usual call after 3-4 days of giving disconnection notice has not happened so wondered if this is now standard VM practice.

I'm in the middle of trying to get the right deal, taking this into account I have cancelled twice, last week I had several calls off VM retentions, as a result I'm currently on a free month while I consider there latest offer, will explain more later (in work at present)
check out earlier posts above

gems3435

Could someone help me/give me some advice please..

I have -

XL TV
Large Broadband 10meg
Medium Phone (lowest possible)
Sky Sports collection
Sky Movies collection
V+ box

Currently paying £73 (That's with a discount already)

After price increase 1st April it will be £76

I'm currently on a month to month contract so any new deal i would have to sign up to a 12 month contract.

I am looking to lower my monthly amount and to get rid off Sky Movies collection only that would drop my amount to £63 from the 1st April it would be £66.

They have said that's the best deal they can offer me.

Does anyone think that's slightly too much for what i have?

After getting rid of Movies is that price fair?

Sorry i'm not really any good at all this haggling stuff, i just don't want to get ripped off, would they be able to offer me better but are just been awkward?

MoreBeer

jpsid wrote: »

Has anyone received a call from the Outbounds Retention team recently?

We have disconnected twice in the last few months - I cancelled the first disconnection 2 days before the disconnection date, as hadn't had the call, and phoned again a few weeks later on 30th Jan to arrange another disconnection but, again, we have received no call. We have been with VM for 15+ years and were on a retention deal of half price line rental and a loyalty discount of £15.85 but that expired in January so our monthly bill has increased by £22. Was hoping at the very least to get the loyalty discount reinstated but the usual call after 3-4 days of giving disconnection notice has not happened so wondered if this is now standard VM practice.

Same here, We have not had any Retention call at all and have put through several Disconnections, we haven't even had any reply to a serious complaint that i sent to them via post and even a follow up email to find out when they are going to reply has gone unanswered! I checked the V.M FB page and nearly everyone posting on there is complaining! :mad:

jpsid

gems3435 wrote: »

Could someone help me/give me some advice please..

I have -

XL TV
Large Broadband 10meg
Medium Phone (lowest possible)
Sky Sports collection
Sky Movies collection
V+ box

Currently paying £73 (That's with a discount already)

After price increase 1st April it will be £76

I'm currently on a month to month contract so any new deal i would have to sign up to a 12 month contract.

I am looking to lower my monthly amount and to get rid off Sky Movies collection only that would drop my amount to £63 from the 1st April it would be £66.

They have said that's the best deal they can offer me.

Does anyone think that's slightly too much for what i have?

After getting rid of Movies is that price fair?

Sorry i'm not really any good at all this haggling stuff, i just don't want to get ripped off, would they be able to offer me better but are just been awkward?

We have the same package as you, other than we have an additional vbox, and we are currently paying £78.40 (no discounts) ...

XL TV, M Broadband (10mb), Talk Weekends local, V+ box plus Additional Vbox = £35
Line Rental = £13.90
Sky Sports & Movies = £29.50
Total £78.40

Up until Jan we had been on a 12 month retention deal paying £54.55 per month which was half price line rental (£5.99) and a £15.85 Loyalty Discount.

You could always go through the "Thinking of Leaving us" option and give VM 30 days notice to disconnect. You can cancel this at any time, like we did, and there's a chance you may get a call from the Outbounds Retention team who may offer you a good deal for what you want. We have not received any contact from VM since giving our disconnection notice 2 weeks ago so have no idea what deals they are/are not offering at the moment!

RJG007

Hello Everybody,

I am hoping to get a new deal with VirginMedia as I've been with them for over 10 years, right back when it was ntlworld. I currently have:

Tv - M
Broadband - M
Phone - XL

And I pay £24.94 a month plus my calls (about £5 a month). This will go up to £28.19 a month in April.

I'd like to get a better Tv package, maybe even with a TiVo box, but am not sure whether I'm on a 'good deal' at the moment and would be better to keep it. Looking at the Virgin website for new customers it looks like I'd be paying about £40 for what I'd like.

Would appreciate your thoughts - how to go about upgrading at best cost, or whether to stick with what I have.

Thank you.

Geoff_W

RJG007 wrote: »

Hello Everybody,

I am hoping to get a new deal with VirginMedia as I've been with them for over 10 years, right back when it was ntlworld. I currently have:

Tv - M
Broadband - M
Phone - XL

And I pay £24.94 a month plus my calls (about £5 a month). This will go up to £28.19 a month in April.

I'd like to get a better Tv package, maybe even with a TiVo box, but am not sure whether I'm on a 'good deal' at the moment and would be better to keep it. Looking at the Virgin website for new customers it looks like I'd be paying about £40 for what I'd like.

Would appreciate your thoughts - how to go about upgrading at best cost, or whether to stick with what I have.

Thank you.

Lucky you!

I've been with VM since the old ntlworld free dial-up days. I'm currently paying £27.40 for Phone size M and Broadband size M (no TV). This will go up to £28.90 in April. Judging by recent comments in this thread, VM don't seem to be very amenable to 'deals' at the moment.

visidigi

The trick to remember here is that they will only call you if they look at your circumstance and can do a deal. If they look at what you were paying and the features you had and there is no movement in that given the systems they have then they simply won't call you.

jpsid I suspect this is why you aren't getting the call, they simply cannot get you back to where you were, its the same with morebeer - he's not getting the call, despite his willingness to upgrade for a better overall package for the money - the problem is, VM aren't calling so its REALLY important when you put through the disconnection to explain exactly what you are looking for at the time of the disconnection request being made. This means the notes that end up with outbound retentions are notes which they can work with.

I suspect the chances of call back are also reduced with the large number of people looking to disconnect after this price rise announcement. VM are in a bit of a mess, they clearly have an expectation of customer churn with this price rise, but they certainly aren't equipped for it.

Yet again the marketing department seemed to have failed in its duty to give customers explanations - I'm still waiting, a week after the email for the breakdown in prices I was informed would be in the mail.

bignred05

I've been with VM for 6 1/2 years, well that's what VM keep telling me over the past 2 months,

for most of this time I've always been on a decent deal for all three services

several years ago I tried it on (to get a deal etc) the operator wouldn't budge, so I cancelled my whole package, I was given a cut off date, on this occasion there was no phone call from retentions, however, a few days before my cut off date, I phoned VM back myself, well the guy I spoke to couldn't do enough for me, exactly what I had requested earlier, this guy was only to happy to provide it at the right price

I'm currently on TV (M+) BB (M) and TP 24/7 was paying about £28, been trying to haggle the right deal for the past 2 month's, I'm after a Tivo boxwith the same BB & TP, been quoted £36, not a happy bunny with this price, I have cancelled twice, on each occasion I have been called back several times within a couple of days, I was called several times during the day despite being told to call back after 6.00pm

I'm currently on a free month whilst I mull over the latest offer, VM seem keen on a one off discount credit of £60 (first offer) then £72 (second offer) I'm sticking out for a straight discount
I've been offered a Tivo box, a new super hub, 10/20 (or even 30) mg BB and 24/7 TP, with free fitting and activation

the moral of my story I'd say is you must cancel you full VM package, quoting money issues as reason, then if VM retentions don't phone back, you call back about a week before your cancellation date, see if they will make a deal, might help to have a price/quote from sky etc

btw,

don't fall for all the bull from VM about Sky being awful etc, and VM being the best in the world, I've been told this now on 2 separate occasions recently, on the third I told him not to go there, as I've herd this little tale :mad::mad:

Wallhart

Mrs phoned and got offered £11 discount so

Xl tv + sky sports
M phone
L bb

£62 a month. Pretty sure whe didn't ask
For TiVo.

Reckon I could get better deal. Will they speak to me if I have password?

jpsid

Wallhart wrote: »

Mrs phoned and got offered £11 discount so

Xl tv + sky sports
M phone
L bb

£62 a month. Pretty sure whe didn't ask
For TiVo.

Reckon I could get better deal. Will they speak to me if I have password?

I don't see why they shouldn't speak to you. Our VM account is in my husband's name and I regularly call to discuss our account.