Virgin Media Retention thread

Smithy72

Hi There,

I need some advice. My partner has been using Virgin media for his broadband for years at £30 per month, and as a result moved his account to my address when he moved in with me recently.

When he checked his statements a while ago, he noticed that from November Virgin have been taking an additional £30 per month on a different account number. When he phoned them to find out what was going on, they firstly said he had been scammed, but on calling the bank they confirmed it was Virgin.

They then told him he would have to show them bank statements to prove the money had been taken, after arguing that it hadn't which he emailed over.

He was then told that he would have to send paper statements over which he paid £5 for from the bank and did so 2 weeks ago. He has received a call today saying they will pay him back only 3 months! and if he isn't happy with that will have to write in! I am fuming!!

Surely they cannot withhold money from him that they have taken without his permission and that doesn't belong to them?!

Someones help and advice about what to do next would be appreciated as every penny counts to us.

Thanks in advance

roddydogs

Sky Sports & Movies now additional £3.25 a month!! Phew, still theve got to pay for RVP i suppose.

alanamyles

What are my chances of getting Virgin to match a new customer deal for me?

Currently have

BB L
TV XL
Phone line rental (no call package at all)

We have an old Samsung box (no HD) and no hub, just router and wireless, paying £54.90 pm.

I'd like

BB L(?) 30mb
TV L
Phone M

Which for new customers says it will be £46.40 pm with free 500gb tivo and superhub, plus free installation (starter package but with extra for the TV L).

Ideally we'd rather not have the phone at all (never use it) but prepared to keep it so long as we get a Tivi + Superhub upgrade and free installation paying less than we are now.

Been with virgin for almost three years and haven't renewed contract in all that time. Initially it was a package deal, but at some point the TV+BB were separated from the phone package so it's now £41+£13.90.

Laughably our speed is supposed to have doubled, but we never get more than 12-14mb download speeds (not the 30 minimum, despite being told we could get up to 50mb). The customer offers section in My Virgin Media says we can order a "free" superhub and "free" V HD box upgrade, both of which would incur a £20 installation fee and additional contract at the same price.

Any chance retentions would agree to this or would I need to feign cancellation and wait for a call back?

I pay by monthly bill (after hassles with my package deal early on) and admittedly have made a couple of late payments. Would this affect my chances of getting a better deal?

Thanks in advance for any help

letmefree

alanamyles wrote: »

What are my chances of getting Virgin to match a new customer deal for me?

Currently have
BB L (supposedly 30 Megs)
TV XL
Phone line rental (no call package at all)

We have an old Samsung box (no HD) and no hub, just router and wireless, paying £54.90 pm.

I'd like

BB L(?) 30mb
TV L
Phone M

Which for new customers says it will be £46.40 pm with free 500gb tivo and superhub, plus free installation (starter package but with extra for the TV L).

Ideally we'd rather not have the phone at all (never use it) but prepared to keep it so long as we get a Tivi + Superhub upgrade and free installation paying less than we are now.

Been with virgin for almost three years and haven't renewed contract in all that time. Initially it was a package deal, but at some point the TV+BB were separated from the phone package so it's now £41+£13.90.

Laughably our speed is supposed to have doubled, but we never get more than 12-14mb download speeds (not the 30 minimum, despite being told we could get up to 50mb). The customer offers section in My Virgin Media says we can order a "free" superhub and "free" V HD box upgrade, both of which would incur a £20 installation fee and additional contract at the same price.

Any chance retentions would agree to this or would I need to feign cancellation and wait for a call back?

I pay by monthly bill (after hassles with my package deal early on) and admittedly have made a couple of late payments. Would this affect my chances of getting a better deal?

Thanks in advance for any help

I cancelled and got a call from retentions which I declined.
After a while, when I assumed retentions weren't going to ring again before the contract expired, I rang 150 and they gave me:

BB L,
new Superhub,
TV L,
Tivo 500Gb
Phone (inc Talk evenings and weekends)
No installation charges.
Inc £13.90 line rental
One months free which they credited to my account immediately.

I am now paying £43.50 pm for 12 months. If you factor in the free month that works out at £39.85pm.
Supposed to be on 30meg BB, but seem to get around 15 or 20, which is fine by me.
Not sure if you will be able to get that without cancelling, but even if you do have to cancel I found it was easy to cancel the cancel with only 3 days of the month to go.
I am not sure about your credit situation but if you have been paying recently I don't see why it should make a difference.
Good luck.

One thing is I am not convinced with the new superhub yet. The signal around the house is not as good as our old Negear router. i.e. phones sometimes drop to 2 - 3 bars whereas it used to be a solid 4 before.

den169

Smithy72 wrote: »

Hi There,

I need some advice. My partner has been using Virgin media for his broadband for years at £30 per month, and as a result moved his account to my address when he moved in with me recently.

When he checked his statements a while ago, he noticed that from November Virgin have been taking an additional £30 per month on a different account number. When he phoned them to find out what was going on, they firstly said he had been scammed, but on calling the bank they confirmed it was Virgin.

They then told him he would have to show them bank statements to prove the money had been taken, after arguing that it hadn't which he emailed over.

He was then told that he would have to send paper statements over which he paid £5 for from the bank and did so 2 weeks ago. He has received a call today saying they will pay him back only 3 months! and if he isn't happy with that will have to write in! I am fuming!!

Surely they cannot withhold money from him that they have taken without his permission and that doesn't belong to them?!

Someones help and advice about what to do next would be appreciated as every penny counts to us.

Thanks in advance

Was this taken by direct debit,If it was go back to your bank and demand they refund the money taken without authority.
Take a look here https://forums.moneysavingexpert.com/discussion/115494
I once had a months mobile phone cost taken out from Vodafone which shouldn't have been. I rang the bank and after being told by some young girl its nothing to do with us see Vodafone,I said go get your manager she came back a few minutes later and said sorry you were right it will be back in your account today.

mark_steps

Currently have Internet 20 meg and home landline, talk evening and weekends, paying £38 a month. Called yesterday to ask how much it would cost for 20 meg internet only as i want to get rid of the landline. Was told it would be £17 a month. Is that ok? or can i get it cheaper anywhere else?

busker

What's the cheapest anyone has knocked them down on the basic broadband only package? thanks

Russ182

I am on Talk Evening and Weekends, XL TV and M Broadband costing £58.91 (inc line rental)

Been offered TIVO ,30 mg Broadband , SuperHub , Talk Unlimited phone and XL TV for £61.40 with £50.00 installation by the 150 team.
I was upfront with them telling them I just want to save some money.

I would expect them to waive the installation but wonder if they would offer anything else. I don't expect to get it for free but don't want to overpay.

Could I get this type of package any cheaper ?

FunLearn

mark_steps wrote: »

Currently have Internet 20 meg and home landline, talk evening and weekends, paying £38 a month. Called yesterday to ask how much it would cost for 20 meg internet only as i want to get rid of the landline. Was told it would be £17 a month. Is that ok? or can i get it cheaper anywhere else?

That's pretty good, was paying that for 10MB a little while ago, now paying £22.5 a month for 60MB

mark_steps

mark_steps wrote: »

Currently have Internet 20 meg and home landline, talk evening and weekends, paying £38 a month. Called yesterday to ask how much it would cost for 20 meg internet only as i want to get rid of the landline. Was told it would be £17 a month. Is that ok? or can i get it cheaper anywhere else?

Called again to confirm and was told no its going to be £17.50 a month and would then mean a brand new 12 month contract...... Im hoping SKY call me before 16 September to offer me a deal, i would take there broadband too if its gonna work out cheap...