Virgin Media Retention thread

dontryit

Hope I'm in the right forum! Bought a Superhub from Virgin for one off £20. Received a mystifying letter about change of contract. Rang 150. Said I hadn't changed contract. Apparently buying a Hub has locked me into a year long broadband contract. I wasn't told any of this before I bought the Hub, nor is it stated in 2 pages of nonsense about cooling off periods I received this morning. Why? I asked the bloke from Virgin why and he didn't know. I'm not keen on being subject to broadband price hikes without a get-out clause.

karloz

Does anyone know the number retentions call you from?

Odin1973

I cancelled at the end of last month, getting cut off on the 25th of Oct. Services are
120mb BB
2 x 500gb Tivo
XXL telephone
full hit TV sports and films
£125 a month

1st they offered at initial cancellation call to drop it to £115, i refused then I got sent through to retentions and was told £102 so i accepted that. When the letter of confirmation came through it said £105 so i phoned again and cancelled as a matter of principal as they said they cant budge on £105.
A few days later a very nervous lady called asking for my password without even saying she was from Virgin Media, I told her I wasnt prepared to dish out my password so she just moved onto saying she can offer me the same package of £110 a month to stay, i told her i've been offered less already, so she spoke to her supervisor and said she can offer a friends and family deal at £95 (bargin!) but it would say on my bill £125 but only £95 would come out of my bank(That old chestnut ), I said yes ok but i want an official letter saying that only £95 would come out of my bank, she then told me she personally could handwrite a letter saying i would only be charged £95 because its a friends and family deal i would not get a official letter, at that point i put the phone down.

Very poor customer services I feel, I've been with Ntl and virgin for over 12 years

visidigi

dontryit wrote: »

Hope I'm in the right forum! Bought a Superhub from Virgin for one off £20. Received a mystifying letter about change of contract. Rang 150. Said I hadn't changed contract. Apparently buying a Hub has locked me into a year long broadband contract. I wasn't told any of this before I bought the Hub, nor is it stated in 2 pages of nonsense about cooling off periods I received this morning. Why? I asked the bloke from Virgin why and he didn't know. I'm not keen on being subject to broadband price hikes without a get-out clause.

you won't be. price rises give you the get out clause you're looking for...

Terrys_ChocOrange

Does anyone know how to contact how to contact someone high in the complaints department at VM?


My parents decided to cancel VM (They only had VM TV L, M Broadband and XL phone) were initially offered £6.00 off their bill they refused and were given a cancellation date.

Just over a week later VM called and offered half price discount for 12 months with an additional 12 month contract.

They accepted this (couldn't match the offer elsewhere) which was £22.79 a month for the services after the discount, the person who called advised discount would not show on the new contract but they would ensure the discount is applied automatically which was a rolling discount.

On the contract it shows the contract date and a "Loyalty discount" applied but does not show anything on the "During promotional offer apart from £6.00" and then after promotional with the £6.00 added again.

Suffice to say they then got a bill for £68.38 and then apparently its £39.59 PM!!


The cooling off has already expired so apparently they can't cancel as the contract is now live. Called VM and they say they have no record of a discount being offered apart from a £6.00 offer that was applied, they also don't record calls which seems rubbish.


My parents say they will just cancel the direct debit but I've told them not to do this as it would damage their credit!


They also tried ringing the number back which was stored on the phone but all it states is that "you had a call from VM today don't worry we will ring again another time and then hangs up."

I've been promised a call-back within the next 7 working days after kicking up a fuss as its not on but I'm not holding my breath!

Seems ludicrous they can do this sort of thing.

Frxn

dontryit wrote: »

Hope I'm in the right forum! Bought a Superhub from Virgin for one off £20. Received a mystifying letter about change of contract. Rang 150. Said I hadn't changed contract. Apparently buying a Hub has locked me into a year long broadband contract. I wasn't told any of this before I bought the Hub, nor is it stated in 2 pages of nonsense about cooling off periods I received this morning. Why? I asked the bloke from Virgin why and he didn't know. I'm not keen on being subject to broadband price hikes without a get-out clause.

If we and/or Virgin Media Payments:
a) increase our charges under this agreement ... you may cancel those services affected without penalty by giving us and/or Virgin Media Payments (as applicable) at least 30 days' notice. Such notice must be given within 30 days of the increase in charges or changes to the services or this agreement being notified to you.

http://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services.html#ending

Although in my experience the CS staff are unaware of that clause, so you might have to point it out to them should they have another price rise and you want out.

Frxn wrote: »

I'd confirmed my disconnect date as 27th October, services were disconnected on the 1st of October so called them to sort it out and have the services activated again until the 27th as was agreed. Now I received a new 12 month contract in the post:huh:...are they having a laugh? At no point did I ask for or accept a new contract, all I wanted was my services disconnected at the correct date, not before.

Oh well, that's another complaint put in. Perhaps this time I'll be dealing with someone that isn't a complete mongo.

Heard nothing back from that one so complained again, guy from complaints basically said to ignore the letter as it was an error on their part - sent out automatically when service was re-activated.

Moving in a few days so hoping I'm offered something decent, not too bothered though I only need basic access for work now so a competitors inferior service will do me fine and save money:beer:

peter999

jmarko wrote: »

Views please!

Currently on:
M+ TV
30Meg BB
annual line rental

£120 plus £18 per month

Offered

M+ TV
Tivo box (free install)
30 Meg BB
Annual line rental

£120 plus £18 per month

Or

Same as above but with M TV for £15 per month.

What do we think?

jmarko wrote: »

After a slight run in with VM today when they said there was no way that I was offered a free TiVo based on the rest of what I was offered, I've accepted

TV M+
BB L30 (30 meg)
Free TiVo and install

£18/month plus £120 annual for the phone line.

I'm happy with that. Especially after it took another three calls to get it as they'd changed their mind!

That sounds pretty good deal.
Seems you were offered same deal you were on, or cheaper.

What Call Package are you on ?

Do you have to renew each year ?

donfanatico

MY new deal was:

Free tivo , superhub and install on 12 month contract
TV M
Broadband 30
Phone M

£24.99 a month all in

sat384

donfanatico wrote: »

MY new deal was:

Free tivo , superhub and install on 12 month contract
TV M
Broadband 30
Phone M

£24.99 a month all in

Thats pretty good.

I'm currently on the same deal, paying £35 a month. In my last month, so its time to negotiate.

Did you get that deal through retentions?

betamax

Hi Karloz,

I'm in a similar situation. Did VM get back to you with a deal?

cheers betamax

karloz wrote: »

Hi folks,

Well, I've gone further than I have gone before and put a cancellation notice into VM.

My plans are to lose the TV, migrate my home phone number which is only used for incoming calls anyway to a VoIP service and just have broadband. I'd like a deal with VM on the broadband so I declined their 1st offer of £27.50pm for Freeview via the VM box, phone and 30MB BB, their 2nd offer of £22.50pm for BB only and their final offer of £20.50 for BB only.

I've had to leave my phone active for now so that I can port to a VoIP provider - they wouldn't cancel it as I wanted to port.

So, I'm left holding out that VM retentions will call me and make me a better offer on the BB.

What number do retentions call from? We usually ignore unrecognised numbers on the landline, but I plan to add their number into the phone so I can see when it's retentions.

I hope this all works out in my favour now the cancellation is in!

Karloz