Virgin Media Retention thread

Babbler

How long before you get "the call" after cancelling?

staffsuk

Well I had the most illuminating chat online with VM today. All I can conclude is the staff are trained to lie & misinform. It's really quite shocking the tactics they use - and it ought to be illegal.

I had one of the managers admit the staff are basically given free reign to give out any old facts about broadband stat's they like - whether it be correct or not - in order to bribe you to stay. They (unsuccessfully) tried that on me - but I can see it would work very well indeed for the uninformed.

I was also told on two separate occasions that a particular deal (Gary's above) was never and has never been offered. That was until I told them I had proof sitting right in front of me - the third person I spoke to quickly changed their tune.

They are charlatans and liers of the highest order. They will lie and misinform you as much as they see fit.

You only have to go and look at their FB page to see how they treat their customers.

Shame on VM....

chris1012

So I have been a customer for over 8 years with VM.
I trialed and tested there 100mb service prior to it being out to the public and gave valuable feedback...
I have also successfully recommended 2 customers in the last 5 years to join VM, the most recent was my father.

So for the past 5 months I have noticed they have reduced my loyalty discount and I am now paying the following -

£15.50 a month for 100mb (used to pay £11 a month)
£17.50 a month line rental (used to pay 13 a month, equivalent, on a line rental saver)

My father is paying around the same if not a little bit more for a 50mb service although he has only been a customer for around 15-16months

Today I spent around 45mins on the online chat and tried to negotiate a better deal and when asked to leave the lady simply disconnected the chat - rude!

I called up after work to try and leave and they basically offered me the following deal -

£15.50 a month for 100mb
£165 line rental saver (Equivalent to £13.75 a month)
12 month contract
£50 credit to the account

so in total it would be equivalent to £25 a month

Just checked Uswitch - http://www.uswitch.com/broadband/splash/15718?_cid=120625624

for £2 more I can be a new customer and go for the same deal (although be it a 18 month contract!

Not impressed so I cancelled both mine and my fathers contracts and am hoping someone calls back to better a deal.

What do you guys think?
Played it well or should of taken the deal?

jaks111

Called them yesterday i was offered
Medium more package.

50m broadband
Unlimited phone which i do use
A box for another room
£47 a month
Thinking about it that seems alot
Any advice?

jonmc1980

For anyone asking about new deals you have to do your research. If you phone up asking for a better deal you need to be armed with information about what their competitors can offer you. Find the best deal available including any cashback available via TCB or Quidco. If you phone up without this information you'll just get standard information about how that's the best deal they can offer, you won't get better elsewhere, our broadband is the best etc... etc...

Always cancel stating the company you’ll be switching to and what they’re offering (you don’t have to have even applied to the other company just have the information). Then wait for Virgin to phone you back. The outbound retention's team have far better offers and ability to negotiate rather than the standard inbound team.

Have a look on this post for deals others have got as a reference but I'm sure you'll notice the massive difference in offers between the deals offered to those who called to cancel and those who cancelled and were then called back.

calleyw

decided that I was paying to much.

Got up graded to 50mb BB
And weekends phone thingy

Was £38 ish month down to £29.44 a month. 12 month contract discount for 18 months.

14 days to cancel.

Should have done it before really. Still thing its too much but better than nowt I suppose.

Yours

Calley

staffsuk

If you do strike a deal with this lot - don't forget you can ask for the Line Rental Saver option. This is a one-off payment of £164 for the line rental. Line rental is normally £16.99 per month (£203.88 over 12 months) meaning you will save £39.88 over the year by paying up front.

visidigi

staffsuk wrote: »

If you do strike a deal with this lot - don't forget you can ask for the Line Rental Saver option. This is a one-off payment of £164 for the line rental. Line rental is normally £16.99 per month (£203.88 over 12 months) meaning you will save £39.88 over the year by paying up front.

They will do you free line rental for the year if you are a high spend user (ours is £75-£85 a month) - we did last year, will aim for it again this year...

staffsuk

Well after having caught members of the retentions team blatantly lying & misinforming - and having the proof to back that up - I settled on a deal. Not as good as Gary's above - but I didn't / don't have the time presently to deal with changing supplier. Next time however....

So I got 50Mb BB & LL for £18.80 over an 18 month contract - taking into account the line rental saver option.

shadowdog

My Virgin Deal


XL TV
XL PHONE
TIVO BOX
BB UPTO 152 MB (SOON TO BE VIVID 200 ? )


Cost £ 54.75 a month with yearly line saver £ 68.41.