Virgin Media Retention thread

visidigi

Came up as blocked on my mobile...

david_sence

i was moving house and going with sky and i got a email to give me the premier pack for £38.90pm for 18mth
lads name was paul from outbound movers

crabweasel

Hi, I've been with Virgin since they merged with Telewest many years ago. I've been on the 10M L package for as long as I can remember. and I only got a superhub last week when I asked for it.

I asked why I'm still on 10M when their L package is now 30M, and they gave me some fluff about speeds in my area.

So I phoned them up pretending to be a new customer, asked them the speed in my area and they said I could get 100M.

I'm being lied to, what advice would you guys offer? I'm paying £27.50 for 10mb internet-only cable.

den169

crabweasel wrote: »

Hi, I've been with Virgin since they merged with Telewest many years ago. I've been on the 10M L package for as long as I can remember. and I only got a superhub last week when I asked for it.

I asked why I'm still on 10M when their L package is now 30M, and they gave me some fluff about speeds in my area.

So I phoned them up pretending to be a new customer, asked them the speed in my area and they said I could get 100M.

I'm being lied to, what advice would you guys offer? I'm paying £27.50 for 10mb internet-only cable.

Ring up and cancel then wait for retentions to ring you in a few days.Your paying too much.

letmefree

I have BB 10megs, Tv Medium, Evenings and weekend free calls and a basic box which costs me £25.40 + £13.50 a month = £38.90.

That seemed steep to me considering other BB and phone supplies costs. I cancelled last week. Got a call today and they only offered me 1 month extra free. I was expecting better. Do people usually get another call or is that it?

visidigi

letmefree wrote: »

I have BB 10megs, Tv Medium, Evenings and weekend free calls and a basic box which costs me £25.40 + £13.50 a month = £38.90.

That seemed steep to me considering other BB and phone supplies costs. I cancelled last week. Got a call today and they only offered me 1 month extra free. I was expecting better. Do people usually get another call or is that it?

Thing is they don't do 10mb BB moving forward, so you will be better off pushing for more features for the same money.

Say the essentials bundle for example...

http://store.virginmedia.com/bundles/essential.html

Thats the same price, but you'd get a Tivo for example.

The really important thing to remember is long time customer on old contract is not a viable negotiation point, as services are more expensive now than before, but the feature are also more than before.

Look at the options, its unlikely they will call you again if the free month was the best they can do, maybe push for essentials with a month free too? Note, any negotiation you accept will likely trigger new minimum term.

roked

If it helps anyone get a deal, after a number of calls this week which I would not budge on my cancellation, they finally offered me what I wanted at the price I wanted.

I had previously XL TV on V+, XL Phone and L BB which went up to £63.40 from £39.28 previously. Apparently the best they could offer me for the same package was £51.40 but I said I would not pay more than previously.

After some manovering they offered L TV on Tivo 1gb (I only had XL before because it worked out cheaper in the deal), 30mg BB and XL Phone for £46 odd which is effectively the same as new customer deals without the tivo cost and I refused.

Another call on friday and they offered me the same deal with a one off credit effectively bringing it to £39.90 per month, I accepted and the new tivo box and superhub is being installed next week.

letmefree

roked wrote: »

If it helps anyone get a deal, after a number of calls this week which I would not budge on my cancellation, they finally offered me what I wanted at the price I wanted.

I had previously XL TV on V+, XL Phone and L BB which went up to £63.40 from £39.28 previously. Apparently the best they could offer me for the same package was £51.40 but I said I would not pay more than previously.

After some manovering they offered L TV on Tivo 1gb (I only had XL before because it worked out cheaper in the deal), 30mg BB and XL Phone for £46 odd which is effectively the same as new customer deals without the tivo cost and I refused.

Another call on friday and they offered me the same deal with a one off credit effectively bringing it to £39.90 per month, I accepted and the new tivo box and superhub is being installed next week.

Is that price including the phone rental ?

roked

letmefree wrote: »

Is that price including the phone rental ?

Yes, from my conversations with them that does include line rental. I will positively confirm it once I see it in writing.

sal-ad_daze

Hi advice needed please - awaiting a re-call from retentions this evening!
I called tech support last night because we are so fed up of the very very slow bb we have been putting up with for a while. The girl I spoke to said that VM had been 'working' in my area for a long time and that's why there were problems and that the problems would probably be ongoing until at least November!!!!! I told her that I couldn't believe that this was a long term problem of their making and that they hadn't bothered to inform anyone! She apologised profusely and put me through to retentions, I spoke to a girl there and explained what the other girl had told me. I told her I was very disappointed and expected better of Virgin, the way the system is working at the moment makes it impossible for me to work on the internet so if it is liable to stay this way long term I would have no choice but to leave.
It's so slow at the moment I can click on a page go make a cuppa and be back well before the page is loaded - if it loads at all! It's not my laptop because my husband's desktop is exactly the same.
We've threatened to leave before because we've also had problems with the TV (just 'freezing' without notice for them to 'make improvements) and they've upgraded us.
We're out of contract so can just give 30 days notice.
We are currently accessing
Talk anywhere 200
Free Voicemail
V+ HD (monthly fee)
Triple combo loyalty discount (whatever that is)
XL TV
BB XL package (20)
Costing a total of £60.40

What I'd like to know is if they offer us a tivo box, what's the advantage? Apparently you can't record to DVD from the tivo which is something you can do from the V+ (and in my work it's useful to be able to transfer something I've seen to DVD for reference).

Any help gratefully received.

Edited to say a broadband speed test gave us a download speed of 0.023 mb/s!!!!!