Virgin Media Retention thread

latam2012

I've just phoned up Virgin Media and was pretty disappointed with the offers I was getting.

Currently on 10mb, L TV and M phone which works out as £44.90 a month. I think Virgin's phone calls are really expensive and was looking to knock the price down by £10 to make up for it.

However, retentions couldnt even match the new customer offers.
New customers get 30mb, L TV and M phone for an average of£36.81 over 18months.

I was offered £37.80 for that deal, going up to £42 after 12 months + £49 for a new superhub. The woman claimed that this was with a £15 loyalty discount too! I'm don't mind taking £37 but I don't want to pay £49 for a new box, but the rep wouldn't budge. She seemed quite limited in ehat she could do, is that normal?

I asked how I would go about leaving and said I'd have to think about the package. I don't particularly want to leave Virgin because I do like the faster speeds, but I'm pretty annoyed about the fact they don't seem to care about loyal customers (although I understand others seem to have had more luck)

Any tips on how I should move forward with this?

ranvinder

latam2012 wrote: »

I've just phoned up Virgin Media and was pretty disappointed with the offers I was getting.

Currently on 10mb, L TV and M phone which works out as £44.90 a month. I think Virgin's phone calls are really expensive and was looking to knock the price down by £10 to make up for it.

However, retentions couldnt even match the new customer offers.
New customers get 30mb, L TV and M phone for an average of£36.81 over 18months.

I was offered £37.80 for that deal, going up to £42 after 12 months + £49 for a new superhub. The woman claimed that this was with a £15 loyalty discount too! I'm don't mind taking £37 but I don't want to pay £49 for a new box, but the rep wouldn't budge. She seemed quite limited in ehat she could do, is that normal?

I asked how I would go about leaving and said I'd have to think about the package. I don't particularly want to leave Virgin because I do like the faster speeds, but I'm pretty annoyed about the fact they don't seem to care about loyal customers (although I understand others seem to have had more luck)

Any tips on how I should move forward with this?

Have a look at my previous post on 21st April... you are paying more than me and getting less.. you need to hand your notice in and wait for them to call you back

latam2012

ranvinder wrote: »

Have a look at my previous post on 21st April... you are paying more than me and getting less.. you need to hand your notice in and wait for them to call you back

Argh... saw this just after I got off the phone with Virgin. I had an offer from sky and wanted to sort something out quickly so as not to lose it.

I've just agreed to £37 / 12 months for
30mb, L TV, M phone,
free Tivo 500gb and Superhub.

New customer offer for the same thing works out to £41 p/m over 18months.

I gave notice of leaving, but as she was sorting it out I said it would be ok if she took off the £49 they were trying to charge for tivo. I Thought it was decent offer, the woman I spoke to charge £37 with out tivo plus £49 for the superhub installation.

It's not bad but maybe I should have gone through with the cancellation notice and waited for a call.

visidigi

latam2012 wrote: »

Argh... saw this just after I got off the phone with Virgin. I had an offer from sky and wanted to sort something out quickly so as not to lose it.

I've just agreed to £37 / 12 months for
30mb, L TV, M phone,
free Tivo 500gb and Superhub.

New customer offer for the same thing works out to £41 p/m over 18months.

I gave notice of leaving, but as she was sorting it out I said it would be ok if she took off the £49 they were trying to charge for tivo. I Thought it was decent offer, the woman I spoke to charge £37 with out tivo plus £49 for the superhub installation.

It's not bad but maybe I should have gone through with the cancellation notice and waited for a call.

call them back and go through with it, there is nothing stopping you changing your mind on it now. Also ensure they aren't tying you into a new contract...

sparrer

I apologise for my ignorance but I just don't understand the bills, it's all Dutch to me, so please can someone tell me if this is acceptable? I did speak to Virgin a couple of years ago when I was paying approx £48 a month and they said the new offer would be at lest £10 less - but so far it just keeps going up.

Bill date:
April
17
Payment by Direct Debit due:
08 May
Billing period:
20 Apr - 19 May
Owed from last bill £0.00
Your package£54.90
Usage charges £2.35
Amount due£57.25
Make a payment
Bill breakdown
The 'Amount Due' will be collected by Direct Debit on or just after 08 May 2012.
Payment detail
Your last bill amount (bill date: 15 Mar)View this bill £53.79
Payment - Thank you (Wed 04 Apr) CR £53.79
Total payments receivedCR £53.79
Owed from last bill£0.00
These charges are for the period: 20 April - 19 MayYour package
Bundle Charges
Talk Unlimited Loyalty Pack Bb/ Phone/TV C TV Size: X L Broadband Size: L
Bundle Charges total£41.00
Phone line rental
Line Rental
Phone line rental total£13.90
Your package total£54.90
Usage charges
View details Telephone calls for 01********* (excl VAT)
Calls below your itemisation threshold (default - calls below 50p) £0.75
Calls above your itemisation threshold (default - calls above 50p) £1.21
VAT Amount
VAT on telephone calls charged @20.0% on £1.96 £0.39
Telephone calls total£2.35
Usage charges£2.35

I think this is quite a lot but not really sure. Would be grateful for your input. Thanks in advance

visidigi

sparrer wrote: »

Your package
£54.90

TV Size: X L
Broadband Size: L
Talk Unlimited
Phone line rental

There is your bundle...virgin's site is down for me, but I'll check how it compares later...

xxChellexx

I've been with virgin for approx 5 years. I only have the broadband with them but as I've been with them so long I have the old style modem with the cabled (ethernet connection) internet! Just wondered what you guys think my chances are of getting a free upgrade to a wireless modem at one of their faster speeds as I am literally paying £1 less than the charge of their current 30mb wireless broadband offer?!! Thanks.

NutZ

I read the recent MSE article (moneysavingexpert dot com/shopping/cheaper-sky-cheap-cable) with interest but am disappointed to see no mention of broadband only deals. I currently have Virgin 30 MB broadband only and am paying £30 per month (I have no need for a fix line and use Freeview for TV). Virgin advertises cheap broadband deals but if you don’t take the fixed line rental then there is no cheap deal to be had! I signed up to Virgin in Feb 2011 for a 12 month contract and am actually paying more now than when I signed up (it started at £28.50 a month but mysteriously went up to £30 after 12 months). Now you can get the 30MB broadband only package for £22.50 a month. Have they moved their existing customers to this new price? Have they hell!

I think the practice of penalising people for not having a fixed phone line a rip off. Virgin has to install the same cable to the house (whether you have broadband only, TV only, or phone only, (all or any combination)).

I think there should be an Ofcom investigation into Virgins practice of penalising people for not having the fixed line!

Del_Boy_Gupta

xxChellexx wrote: »

I've been with virgin for approx 5 years. I only have the broadband with them but as I've been with them so long I have the old style modem with the cabled (ethernet connection) internet! Just wondered what you guys think my chances are of getting a free upgrade to a wireless modem at one of their faster speeds as I am literally paying £1 less than the charge of their current 30mb wireless broadband offer?!! Thanks.

Sorry for not having replied earlier- but if you are still asking the question then the answer is yes you can.

I have been with Virgin for about 7 years and too only have broadband. I had been up until last year on a heavily discounted plan (£12 or £13 for it) but they wouldnt play ball when i tried again so I was paying £21 for it for 10mb. Armed with ammunition including what Sky could give me I called up asking for a disconnection. I explained that with the cashback etc sky's deal worked out at much lower than Virgin. I made sure I understood speed was less than the 10mb i was getting but speed was irrelevent to me as I only use it for email and no gaming. Anyway after looking at various packages we got donw to broadband only and they agreed to reduce the price to £15.50 for 12 months which I took (speed due to be doubled in my region soon in any case). After this agreement was in place I metioned about the cable modem and seperate router and said I understood I could get the superhub. Low and behold they agreed (although it took a further two calls and six weeks for it to arrive).

Altohugh with 10mb you dont need the superhub I thought I might as well ask for it- if you dont ask you dont get!

I did subsequently try to ask for a wireless adaptor for the superhub but they wouldbnt give me one unless I paid £30 for it so I declined the offer.

boobbby

Del_Boy_Gupta wrote: »

Sorry for not having replied earlier- but if you are still asking the question then the answer is yes you can.

I have been with Virgin for about 7 years and too only have broadband. I had been up until last year on a heavily discounted plan (£12 or £13 for it) but they wouldnt play ball when i tried again so I was paying £21 for it for 10mb. Armed with ammunition including what Sky could give me I called up asking for a disconnection. I explained that with the cashback etc sky's deal worked out at much lower than Virgin. I made sure I understood speed was less than the 10mb i was getting but speed was irrelevent to me as I only use it for email and no gaming. Anyway after looking at various packages we got donw to broadband only and they agreed to reduce the price to £15.50 for 12 months which I took (speed due to be doubled in my region soon in any case). After this agreement was in place I metioned about the cable modem and seperate router and said I understood I could get the superhub. Low and behold they agreed (although it took a further two calls and six weeks for it to arrive).

Altohugh with 10mb you dont need the superhub I thought I might as well ask for it- if you dont ask you dont get!

I did subsequently try to ask for a wireless adaptor for the superhub but they wouldbnt give me one unless I paid £30 for it so I declined the offer.

Identical scenario to the above although I did not ask for the super hub. Is it needed when they increase the speed?