Virgin Media Retention thread

jem16

KEROUAC1957 wrote: »

Just a quick question. Is there any pattern to what loyalty discount you should get?

The better offers usually come after you actually cancel and someone phones you to try and retain your business.

lorrs58

Got the call back yesterday from Virgin media. Was offered same package Broadband 50mb+xl phone+caller display reduced to £25.49 all inc per month. I still hummed and rrrrd. They are calling back Monday. I used to be indecisive, now I'm not so sure. I have been with them over 20 years.

familyguy321

Hi All,

Need some advice with an offer I have received from VM for my broadband package.

Signed up in February for the 50mb broadband package (£28.50/month, 12 month contract) - I don't need TV or Phone so this suited me fine.

Got the price increase letter and rang up customer service to see what they could do. I did mention to them that there had been a couple of periods (~5 days) since I joined when there has been no connection due to 'network utilisation issues'. I was offered £23.25/month for 50mb or £28.25 for 100mb. Either option will required a new 12 month contract but the discount would apply for 18months. I told them I will have a think about it and call them back.

Am I getting a good deal or can I push for further discount? I'm tempted to upgrade to 100mb as I will be paying about the same than I currently do for 50mb. I've read on here that I should cancel but customer service advised that if I cancel my contract there is a £50 early termination fee.

I've looked at Sky and BT but I can only get 1-3mb in my area so I am stuck with VM.

Any help will be much appreciated.

Regards,
FG

jem16

familyguy321 wrote: »

Am I getting a good deal or can I push for further discount? I'm tempted to upgrade to 100mb as I will be paying about the same than I currently do for 50mb.

Deals can often be bettered once you actually cancel and wait for Retentions to phone you. However no guarantee.

I've read on here that I should cancel but customer service advised that if I cancel my contract there is a £50 early termination fee.

There should be no early termination fee if you are cancelling because of the price increase as you're entitled to do so provided you have done so within the agreed time.

3.If we and/or Virgin Media Payments:
a) increase our charges under this agreement
b) make significant changes to the services so the services you are entitled to receive in return for the charges you pay are significantly altered or reduced; or
c) make significant changes to the terms and conditions of this agreement (including the other legal stuff),

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. If you were not notified of these changes in advance, you must give notice of cancellation of the services affected to us and/or Virgin Media Payments (as applicable) within 30 days of receipt of your first bill following such increase in charges. If you do not give notice of cancellation within the specified period, you will be deemed to have accepted the increase in charges and/or the changes to the services and this agreement. You will no longer be able to cancel your services under this paragraph. If you cancel any services in these circumstances, the increased charges will not apply to those services during the 30-day notice period and paragraph J2 will not apply if you cancel before the end of the minimum period.

familyguy321 wrote: »

I've looked at Sky and BT but I can only get 1-3mb in my area so I am stuck with VM.

That's a decision only you can make.

familyguy321

Thanks for the prompt reply and the useful info. :beer:

I gave them a call this evening and put in my 30-day cancellation notice. I confirmed that there would be no early termination fee.

Will update if I get a call back from Retentions.

Thanks again.

FG

lorrs58

I finally succumbed. Virgin called me back yesterday. I asked if they could do any better on their offer of £25.49 for 50mb BB + XL telephone including caller display. They did the usual "Just let me check for you as the deals change daily" I could hear them tapping the keyboard, but the computer said NO!!!. I moaned a bit more and managed to get the a month free. That put the average cost down to £23.36. :-) I'm happy now!! its all done. I just wish they would look after loyal customers better and then I would not have to go through this Trauma. Good luck all.

tunde10

I have the 100mb broadband only which is increasing from £33.50 to £35.25 per month

I called to negotiate a better deal and if not to hand in 30days notice. The guy said the best offer he can do is £30.25 per month which renews my contract.

I declined and gave my cancellations notice. If I do get a call back, does anyone know how much is a good deal for that particular plan? I'd be happy with anything less than £25 per month.

HarryHotspur

I'm on 50MB BB and basic phone package (M) - previous loyalty discount has just expired and proposed monthly bill had sneaked up to £36.
I phoned and chose option to leave, spoke with customer retentions. They immediately offered to reinstate £6 discount, I rejected this and was then offered £9 discount, followed by offer of £25 per month with a £25 credit which I was pretty happy with.
I then asked for a new Superhub 2 which was thrown in for free (coming on Friday) and then asked about line rental saver which I hadnt previously done.
I have ended up paying equivalent of £20 month - didnt have to cancel and wait for call, happy with that.

shapala

I'm currently on 30mb and paying £12.14 + line rental (pay it up front every year to make it cheaper). No TV or any other services.

Phoned to say Sky offered me their 38mb unlimited fibre BB free + cost of line rental of £17.40 per month. I wasn't offered this but used it as a benchmark and asked what Virgin could do.

Got through to retentions very quickly and spoke with a nice chap who was very helpful. Almost instantly he offered a £9 loyalty discount (currently £6) which I declined stating it's still quite far off Sky's deal. He then offered an extra £5 discount per month and upgrading my BB to 50mb as of today (with free upgrade to 70mb next year) for £3.50 /month. I deliberated a little and he noticed I've got the superhub 1 so he'd throw in the new superhub in addition and waive delivery cost of £10.

I took his offer. Breakdown cost is £3.50 for 50Mb BB x 12 + 164 line rental = £17.17 per month effectively. I'm more than happy with this - it's a lot less than I'm currently paying for a faster service.

I hope this helps if you come to negotiate a new deal through Virgin retentions.

tunde10

tunde10 wrote: »

I have the 100mb broadband only which is increasing from £33.50 to £35.25 per month

I called to negotiate a better deal and if not to hand in 30days notice. The guy said the best offer he can do is £30.25 per month which renews my contract.

I declined and gave my cancellations notice. If I do get a call back, does anyone know how much is a good deal for that particular plan? I'd be happy with anything less than £25 per month.

Finally got the call. The guy offered me £23.25 a month as first offer which i took. I know i could have got more out of it but i was at work and i was happy with anything under £25.

Well its £12 a month cheaper than it would have been with the price increase.