Virgin Media Retention thread

jpsid

jpsid wrote: »

We're due to be disconnected on 3rd March and have still not received a call from Outbounds Retentions so I just phoned retentions again to see what they could offer. The best, they say, they could offer is £76.90 for the same package, i.e. a saving of £1.50, which I declined. He said he would update our account notes to say that we have declined this offer and still going ahead with the disconnection. I asked if he could request that Outbounds Retentions give us a call. He said he could not do that as when we gave notice to disconnect back in early Feb this would have triggered a call from them. I said we had not received a call but he implied that we could do before we are due to disconnect. He also implied that they would not be able to offer a better deal, as has happened in the past. Hopefully the newly added notes to our account may, or probably may not, trigger a call.

Still no call so we emailed the CEO's office who responded quickly with an email and follow up phone call this pm, but still no reduction being offered saying we should be paying £9.50 more than we are for our package, blah, blah, blah and there are no discounts available! I left it that if no loyalty discount could be offered we'll be going ahead with the disconnection on 3rd March.

We have a similar package to Andy30 in post 2637 and he was offered £71 after the April price increase - Ours will be £81.90. We also have slower broadband, no Tivo and only M phone.

We have come to the conclusion that may be VM are only offering deals to customers who haven't had retention deal(s) in the past or there's a maximum a customer can have. We've probably had about 5 consecutive 12 month deals which must all be detailed in our account notes.

We're due to disconnect on 3rd March and will sit tight for another day but really don't think we'll hear anything further despite our case going to the CEO's office!

nickco

Just had a call from Retentions. They've agreed to drop the installation charge and give me the first month free, 12 month contract. So I've agreed to that.

The_Flying_General

Hello all,

First time poster having just found this thread after an unsatisfactory call with a Virgin Media customer rep. Basically I have a large broadband and large TV package, with an old V+ box and a standard box in the bed room for which I am paying £44.50/month. Every week, I come home and find another mailshot advertising all these fantastic deals - the latest was for 3 months free, £60 credit and various other things thrown at you. Walking through town, I bumped into a Virgin Media guy signing people up on the street and asked him about these deals, and he claimed that I should be able to get the same sort of deal if I rang up.

However, customer services didn't want to know. Basically they said there is nothing they can do for me and that my current charges are as cheap as they can go for large tv and broadband and a 3 yr old box. However, if I were to pay more, then they might be able to help. I pointed out that given how few channels I watch, I didn't need another 60-odd and I was struggling to justify spending even more on a service I don't use much. She sympathised but basically said all she could do was make a note on my account.

Is this level of apathy usual for Virgin? Will I get any better treatment if I tell them I'm leaving? Because frankly, if I had left last autumn, I could have rejoined now with brand new Tivo kit plus what amounts to a 25% discount over the course of the year. To say I'm angry at being treated like a mug and then being told to spend more is frankly an understatement.

tigsly

I was just offered:

L TV
M BB
L Phone (weekends and evenings)
V+ box

For 46 ... (after price hike)..

Was told that my 'discount' would last for 2 years (My old discount was permanant and worth a pound more...)


So is that a good deal? Will outgoing leaving people offer me more...

are all discounts 'set'

I've just calculated if I were a new customer I'd get 27.50 off for the first 3 months .. which is 82.50
As an existing customer I get £7 off a month ..which is £84

So by being a loyal customer I get given a bonus £1.50...

Hardly great is it?

Just calculated if I stuck with my old discount I'm actually down .. as if I bought the package now it would cost less...

No wonder people think we are in riip off britain

peter999

Broadband (10MB/M) increasing by £1.50/month
Paper Bill increasing by £0.25/month
Loyalty Discount decreasing by £1.75/month


People should complain about these extortionate price increases.

My cost is going up by over £3.50/month.

peter999

nickco

The_Flying_General wrote: »

Will I get any better treatment if I tell them I'm leaving?

Almost certainly. You've nothing to lose as you can cancel your cancellation up to the last day of your notice. Dial 150 then choose options 1, 5 and 2.

emuzeg

We have broadband L and no phone or TV. Currently paying £21 per month.

Based on that, will I also likely get offered a deal if I ring up and tell them I want to cancel?

VoucherMan

emuzeg wrote: »

We have broadband L and no phone or TV. Currently paying £21 per month.

Based on that, will I also likely get offered a deal if I ring up and tell them I want to cancel?

I was offered £14/month for 12 months (as have a few others on here)

That was an initial offer. I didn't get as far as retentions.

emuzeg

VoucherMan wrote: »

I was offered £14/month for 12 months (as have a few others on here)

That was an initial offer. I didn't get as far as retentions.

What is retentions?

And what happens if they call my bluff, basically saying 'fine'. Will my line then be cut off in 30 days?

nickco

emuzeg wrote: »

What is retentions?

They're the ones who'll call you after you've given in your notice and try to persuade you to stay. They generally can offer the best deals and discounts.

And what happens if they call my bluff, basically saying 'fine'. Will my line then be cut off in 30 days?

Yes but then they won't earn any commission. And in any case you can phone them on day 29 and cancel your cancellation.