Virgin Media Retention thread

Anon

boobbby wrote: »

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

Yes required but I am sure I read somewhere that it will be provided free when they do the upgrade (cost me £30!).

Anon

Keen_Saver

Going to phone retentions tomorrow as just noticed they have put my bills up, was wondering if anyone can suggest a deal I might be able to negotiate with them?

Been with them over a year on current contract so am in a position to leave if I want.

Am paying: £13.90 for line rental (weekend talktime is free) and am paying: £12.20 for Medium broadband + we pay for other calls made during the month (never much more than £5 or £6 extra).

Thanks

Keen_Saver

I phoned Virgin, they agreed to knock a fiver off my bill but after seeing the deal I could get on Sky I still declined as it's nowhere near what Sky were offering which is a shame as I don't like giving any money to Sky if I can help it.

patricia1066

I rang retentions (150, then 5) and explained the Talktalk deal would be on average £16 pm for 12 month contract. I was offered £27 pm, then £23.85 for the above bundle. That is a discount of £19 pm which will extend for 24 months, but the contract is for 12 months.

If I hadnt called retentions my bill would have been £33.90 pm. as my discount was due to lapse.

Although it is more expensive than TT by £8 pm, it will be easier than changing over to ADSL, so its worth it to me. Maybe next year though ADSL will be more reliable and I will switch.

Del_Boy_Gupta

Anon wrote: »

Yes required but I am sure I read somewhere that it will be provided free when they do the upgrade (cost me £30!).

Anon

i heard that the superhub is only really needed for speeds in excess of 30mb so if you were on 10mb which is being doubled you don't need it. I just thought I woul dask for it and I got given it although I did need to be the one who enquired about it from them.

usignuolo

We want max broadband. Currently on 10mb. So when VM sales team phoned we agreed a deal where we got 100mb for around £8 less per month than we are currently paying for 10mb (also have telephone and XL tv.) Unfortunately the telephone line dropped while we were on hold for an engineers appointment to install it and the salesman did not phone back.

Called back and got automated response that could not call on that number. So phoned main sales number and got VM Indian call centre. Told could not connect us to UK sales and that there was no sign of any new contracts being put through on our account. Asked about the deal John had agreed with us, which basically the same as that offered to new customers, and was told he had made a mistake.

Despite the fact it is on their website too, woman at call centre in India insisted that to get 100mb broadband we had to sign up to the TV package which includes Sky, which we do not want, and is extra £22.50 month as a result. She insisted she was correct and our salesman and VM website were wrong!

We are long out of contract. Could we just cancel and start all over again? It would be easier and cheaper.

caz2003uk

I just rung virgin as I know in a few days time my contract from last year is about to end and as I've not received anything to tell me what price I'll be paying I wanted to know! The guy on the phone said that my bills will increase by £8 a month! I told him it was rediculous and I wanted my mac code so I could change to sky as they can offer me a much better deal, n so he requested a mac code for me! This was the retention team but he didn't care if I stayed or not so now they can lose a customer of 8 years!!

christie_m

caz2003uk wrote: »

I just rung virgin as I know in a few days time my contract from last year is about to end and as I've not received anything to tell me what price I'll be paying I wanted to know! The guy on the phone said that my bills will increase by £8 a month! I told him it was rediculous and I wanted my mac code so I could change to sky as they can offer me a much better deal, n so he requested a mac code for me! This was the retention team but he didn't care if I stayed or not so now they can lose a customer of 8 years!!

Caz2003uk

If you're on cable Broadband with Virgin Media you don't need a MAC number to migrate to Sky ADSL - the services are radically different. (If you're on VM's ADSL product however, you will need a MAC number to transfer).

I know for a fact if you phone up VM and serve them your thirty days notice, you'll get a call from the outbound Retentions team offering you a better deal. To get a call from the outbound Retentions Team (they're different from the 150 team you speak to when you call up) you have to serve your thirty days notice. Other posters on here have explained exactly how to do it, but you need call VM on 150 and then follow the menu system to the option that says "You want to leave Virgin" (or something similar). Refuse the deal that the 150 call operator offers you, and insist on serving your 30 days notice....I reckon you'll get a call from the outbound team a few days later.

Make sure you've know the deals being offered by BT and Sky so you can barter with VM for a deal that suits you. Read the other posts on here to get some tips/ideas on what to look for.

Best of luck.

christie_m

usignuolo wrote: »

We want max broadband. Currently on 10mb. So when VM sales team phoned we agreed a deal where we got 100mb for around £8 less per month than we are currently paying for 10mb (also have telephone and XL tv.) Unfortunately the telephone line dropped while we were on hold for an engineers appointment to install it and the salesman did not phone back.

Called back and got automated response that could not call on that number. So phoned main sales number and got VM Indian call centre. Told could not connect us to UK sales and that there was no sign of any new contracts being put through on our account. Asked about the deal John had agreed with us, which basically the same as that offered to new customers, and was told he had made a mistake.

Despite the fact it is on their website too, woman at call centre in India insisted that to get 100mb broadband we had to sign up to the TV package which includes Sky, which we do not want, and is extra £22.50 month as a result. She insisted she was correct and our salesman and VM website were wrong!

We are long out of contract. Could we just cancel and start all over again? It would be easier and cheaper.

usignuolo

If you're referring to a call from the outbound retentions team at VM, I suspect that you'll get another call from them tomorrow or over the next few days as they haven't closed your deal. Bear in mind that the standard 150 VM teams in the UK and India don't have access to the same deals that the outbound retention staff do - they often don't know these special deals exist.

However, if you haven't served VM with your 30 days notice, then call up 150 and follow the menu system to the option that states "You want to leave Virgin"....talk to the 150 operator...ignore their deal...and insist on serving your notice. Then wait for the outbound retention call. Make sure you stick the date you served notice on VM just in case the outbound team don't call back. If they don't call you, give 150 a call and cancel your notice so you maintain your BB service. A few days later you can serve a new 30 day notice.

Do your research on the deals being offered by BT and Sky so you can negotiate hard with the VM retentions team...it's interesting what additional options you can add just by asking (extra TV channels and enhanced phone packages are usually offered if you ask and can prove a deal another provider is offering). Remember that the outbound teams know the deals offered by other providers inside out.

Best of luck.

christie_m

Keen_Saver wrote: »

I phoned Virgin, they agreed to knock a fiver off my bill but after seeing the deal I could get on Sky I still declined as it's nowhere near what Sky were offering which is a shame as I don't like giving any money to Sky if I can help it.

Keen_Saver

Have you served them your 30 days notice (i.e. followed the menu options on 150 that say "You want to leave Virgin")?

Depending on the package you're currently on, if you serve them notice to terminate you'll get a call from the Outbound Retentions Team that may save you more than a fiver. But you do need to serve notice to potentially access the deals on offer.

Make sure you read some of the other posts on this thread to get some tips and tricks to up your savings.

Best of luck.