Virgin Media Retention thread

JMitchell_2

christie_m wrote: »

I've just been through the annual cancellation round with VMedia
...
Deal C (12 month contract)

Talk Weekend and Evening
30MB B/Band
£37 credit on account
Price : £10.00 per month

The three deals assume that Line Rental Saver is paid upfront.

Does that mean it's £10 plus line rental meaning it works out at just over £20 a month if you average it out?

joseph09

Plan i was on :
18months contract
BB:60MB
Tivo: 1TB M+
Phone: Weekend M+
All for £35.99/month ( Originnaly £45.99 -£10 promotional offer with company reward getaway:D)

I finished my contract and asked for a better deal but didn't happened and refried my flat mate through VM and following happened:

Compalint to VM::mad:

I would like to make a complain regarding

1) Arrogant attitude of the customer agent
2) the customer service agent giving the wrong information

1) On 14th i spoke to a CSA (lady) about the best deal available for ma as my contract of 18 months is finished. I queried about keeping the same promotional offer on a 30days rolling contract.But she give me the normal deal which is same as new customers. After few minutes negotiation i decided to give notice for the termination of virgin media account as i found some better deals with other providers. The CSA started to argue with me about i won't get any better deal, everywhere you have to give 12 months contract. She was keep on saying this same thing about i won't get the deal from anywhere else. If i get then i have t pay more. I replied am happy with going ahead and pay more as Virgin media doesn't care about existing customers . But she was insisting me to take new Virgin media contract, where i politely asked to cancel my service. Without any hesitation she was pouching me to the limits ,even i didn't thought of leaving virgin media, as of her arrogant attitude i pleaded her to stop any further conversation and go ahead with the cancellation.:eek:

Are you training your CSA just to annoy the customers, especially i read a lot from internet that Virgin Media doesn't care about existing customers at all.

2) On 14th evening one of the CSA rang me to verify the new installation coming on 7th in the same property . He informed me to do another installation they have to disconnect the service . Also he said even they disconnect my service earlier than the notice period , i will have to pay until the notice period finishes. I agreed to disconnect my services on 6th January .
On 14th December i referred my friend to Virgin Media where he agreed to get a new contract in the same property and installation was on 7th January 2014.
As the CSA informed me , even if my service is disconnected i have to pay till the end of my notice period made me think i will be an active customer to get the friend ref feral fee of £50.
But today 11th January when i checked my account as i received an email regarding the bill, i came to know i haven't received the ref feral fee and my account is closed on 6th January with some credits to my account.

My concern is why the CSA gave me the wrong information about the closure of account which took of my £50 referral fee.

I spoke to CSA on 11th January 2014, where they clearly said i won't be getting that ref feral fee on any circumstances. I asked them to put me through the Manager.
:(Mr DK (Manager-Customer Contacts Center) said the same information that they can only apologise on giving the wrong information and i still won't be getting the ref feral fee on any circumstances and when i asked about making a formal complaint he said i already complaint for this, and solution is apologising for the CSA to give me wrong information nothing further.

As a loyal customer of Virgin Media for past 18 months without any payments due, is this how the existing customers getting treated?
I am not eligible for the referral fee according to the terms & conditions of Virgin Media which i clearly understands, but the root cause was the CSA gave me wrong information regarding the closure of my account.
Where is the loyalty of Virgin media?:o
Just apologising for the mistakes where i was paying for the services?
Is it because i am no longer with Virgin Media services i am treated like this?
Forcing the existing customers to take new contract and arguing with them by CSA to to make the customers mentally stressed ?

My case will be a silly one for Virgin Media. But where is the consumer satisfaction?:rotfl:

My plan was i
* reffered my friend in top cash back (£20)
*he ordered Virgin media 60mb ( £29.00 cash back for him )
*also referred same friend in Virgin media friend connect (£50.00) and free installation of £49.50)
*My friend Opened the top cash back site and clicked the VM link and verified the click .
* My friend opened the link from VM referral email from me, added the BB 60MB plan to basket.
*refreshed both open virgin media tabs in same browser.
* We can see the referral offer comes up in the tab from top cash back link . Once the basket is right with the referral comes up in green letters go ahead and place the order. Do not close both Virgin media tabs until you finish the ordering.
So basically i was supposed to get a
60 mb BB 12 mth contract (no phone line) on £25 for 3 months, £30 for 9months, £49.99 installation= totals to £394.99/12mth contract.
I saved
£20-top cash back referral to friend )
£29 by my friend top cash back click to VM
£50 by VM ref feral
£49.99 free installation for VM referral.
Total savings of £139.99 ( i supposed to get, but as i reffered in same property i guess i won't get the £50 referral fee ) But still i saved a lot

visidigi

joseph09 wrote: »

Plan i was on :
18months contract
BB:60MB
Tivo: 1TB M+
Phone: Weekend M+
All for £35.99/month ( Originnaly £45.99 -£10 promotional offer with company reward getaway:D)

I finished my contract and asked for a better deal but didn't happened and refried my flat mate through VM and following happened:

Compalint to VM::mad:

I would like to make a complain regarding

1) Arrogant attitude of the customer agent
2) the customer service agent giving the wrong information

1) On 14th i spoke to a CSA (lady) about the best deal available for ma as my contract of 18 months is finished. I queried about keeping the same promotional offer on a 30days rolling contract.But she give me the normal deal which is same as new customers. After few minutes negotiation i decided to give notice for the termination of virgin media account as i found some better deals with other providers. The CSA started to argue with me about i won't get any better deal, everywhere you have to give 12 months contract. She was keep on saying this same thing about i won't get the deal from anywhere else. If i get then i have t pay more. I replied am happy with going ahead and pay more as Virgin media doesn't care about existing customers . But she was insisting me to take new Virgin media contract, where i politely asked to cancel my service. Without any hesitation she was pouching me to the limits ,even i didn't thought of leaving virgin media, as of her arrogant attitude i pleaded her to stop any further conversation and go ahead with the cancellation.:eek:

Are you training your CSA just to annoy the customers, especially i read a lot from internet that Virgin Media doesn't care about existing customers at all.

2) On 14th evening one of the CSA rang me to verify the new installation coming on 7th in the same property . He informed me to do another installation they have to disconnect the service . Also he said even they disconnect my service earlier than the notice period , i will have to pay until the notice period finishes. I agreed to disconnect my services on 6th January .
On 14th December i referred my friend to Virgin Media where he agreed to get a new contract in the same property and installation was on 7th January 2014.
As the CSA informed me , even if my service is disconnected i have to pay till the end of my notice period made me think i will be an active customer to get the friend ref feral fee of £50.
But today 11th January when i checked my account as i received an email regarding the bill, i came to know i haven't received the ref feral fee and my account is closed on 6th January with some credits to my account.

My concern is why the CSA gave me the wrong information about the closure of account which took of my £50 referral fee.

I spoke to CSA on 11th January 2014, where they clearly said i won't be getting that ref feral fee on any circumstances. I asked them to put me through the Manager.
:(Mr DK (Manager-Customer Contacts Center) said the same information that they can only apologise on giving the wrong information and i still won't be getting the ref feral fee on any circumstances and when i asked about making a formal complaint he said i already complaint for this, and solution is apologising for the CSA to give me wrong information nothing further.

As a loyal customer of Virgin Media for past 18 months without any payments due, is this how the existing customers getting treated?
I am not eligible for the referral fee according to the terms & conditions of Virgin Media which i clearly understands, but the root cause was the CSA gave me wrong information regarding the closure of my account.
Where is the loyalty of Virgin media?:o
Just apologising for the mistakes where i was paying for the services?
Is it because i am no longer with Virgin Media services i am treated like this?
Forcing the existing customers to take new contract and arguing with them by CSA to to make the customers mentally stressed ?

My case will be a silly one for Virgin Media. But where is the consumer satisfaction?:rotfl:

My plan was i
* reffered my friend in top cash back (£20)
*he ordered Virgin media 60mb ( £29.00 cash back for him )
*also referred same friend in Virgin media friend connect (£50.00) and free installation of £49.50)
*My friend Opened the top cash back site and clicked the VM link and verified the click .
* My friend opened the link from VM referral email from me, added the BB 60MB plan to basket.
*refreshed both open virgin media tabs in same browser.
* We can see the referral offer comes up in the tab from top cash back link . Once the basket is right with the referral comes up in green letters go ahead and place the order. Do not close both Virgin media tabs until you finish the ordering.
So basically i was supposed to get a
60 mb BB 12 mth contract (no phone line) on £25 for 3 months, £30 for 9months, £49.99 installation= totals to £394.99/12mth contract.
I saved
£20-top cash back referral to friend )
£29 by my friend top cash back click to VM
£50 by VM ref feral
£49.99 free installation for VM referral.
Total savings of £139.99 ( i supposed to get, but as i reffered in same property i guess i won't get the £50 referral fee ) But still i saved a lot

So this is all because they wont give you something less than a new customer after 18 months?!?!

I've been with them 11 years.

You cannot refer to the same household, thats obvious. Your referral fee and the cashback doesn't work - you may even rightly find your cashback is declined. Thats in the terms and conditions. You can't just say well they told me something different so your terms and conditions don't count.

You're right, this is a silly one, and making you mentally stressed? Because you're trying to rip them off? Riiiight.

Rycall

Just spoken with Retentions regarding the price hike and theyve just tied me in for a further 12 months with the same offer i have now promising that it wont increase in February.

XL TV with Tivo
additional V+HD box
60mb broadband
M phone
£59.99

matty117

Hi,

Just wanting people's opinions if i'm paying to much for my current package.

I have 60mb Broadband
XL TV With 500gb Tivo + Extra HD Box upstairs
Top phone package and Sky Sports.

Currently paying on average £107 a month.

Get_me_out_of_here_2

Hi
Just had Virgin installed on the half price
Deal for 6 months approx £40 a month.
However I am not happy with the service.
I haven't paid any bill yet as it's only been
In for a week and a half!
Does anyone out there know if I can terminate
My contract with minimum penalties?
I have signed for a 18 month contract!!!
YIKES!!!
Thanks

visidigi

Get_me_out_of_here wrote: »

Hi
Just had Virgin installed on the half price
Deal for 6 months approx £40 a month.
However I am not happy with the service.
I haven't paid any bill yet as it's only been
In for a week and a half!
Does anyone out there know if I can terminate
My contract with minimum penalties?
I have signed for a 18 month contract!!!
YIKES!!!
Thanks

What exactly is wrong with the service?

The_Flying_General

Just had a really successful conversation with Retentions - well I thought so. I currently have:

Large TV + Tivo
V+ box in bedroom
30mb broadband
Weekend / evening calls

At the moment I am paying £52 / month, but with the increase on 1 Feb, that was due to go up to £56 / month, which was then due to go to £60 / month in May when my £4 loyalty discount ended.

I explained as politely as possible that whilst I was really happy with the service, not having had a pay rise for 5 years meant it was becoming an unaffordable luxury I would reluctantly have to give up if I couldn't do something about the costs.

The guy was really helpful - unlike his colleague in the online chat forum before Christmas who missed the point of the call and tried hard to push the Sport and Movie packs, and the local Virgin shop who were only interested in signing new clients. Anyway, after looking at what I actually used, I concluded I could do without the box in my room as most of my viewing first thing in the morning and last thing at night is the news channels. So, by giving up the extra box which I rarely used, and by asking if I could pay my line rental in advance, I was given the following choices:

Stay with Large tv & Tivo, 30mb broadband (will go to 50mb later in year) and phone line: £25.50/month for 6 months and then £30.50 for 6 months.

If I drop to M+ and keep everything else the same, the price then comes down to £17 / month for 6 months then £22 for 6 months, both sets of prices factoring in the increase next month.

Taken over the course of a year, if I had done nothing, I would have paid over £700. If I move to the new Large deal that comes down to £456 for the year and if I move to the M+ deal it comes down further to £354. The worst case scenario is saving £250 a year and the best saves £350 a year.

I found being polite and trying to empathise with the human being on the other end of the phone and build rapport worked so much better than going in all guns blazing to start with - I would always save that as my last option. I haven't decided whether to stay on L or move to M+, but either way a bit of a result compared to the looming £60 / month bill I was going to have to pay if I did nothing.

daydream_believer

matty117 wrote: »

Hi,

Just wanting people's opinions if i'm paying to much for my current package.

I have 60mb Broadband
XL TV With 500gb Tivo + Extra HD Box upstairs
Top phone package and Sky Sports.

Currently paying on average £107 a month.

I pay £58 a month for-
XL TV with Tivo, extra HD+ box in bedroom
60mg broadband
call weekends phone (use my mobile unltd minutes for calls)

visidigi

matty117 wrote: »

Hi,

Just wanting people's opinions if i'm paying to much for my current package.

I have 60mb Broadband
XL TV With 500gb Tivo + Extra HD Box upstairs
Top phone package and Sky Sports.

Currently paying on average £107 a month.

Well, you can certainly improve it to an extent.

I am currently paying £89 a month for...

60mb BB
Basic Phone (we never use it)
XL TV, Sky Sports, Sky Movies, Premium HD
1TB TiVO Downstairs
500GB TiVO Upstairs

Very happy with the deal, but it took quite a bit of work to get it.

You really have to know what you want, specifically, and how much you want to pay for it. Be realistic.