Virgin Media Retention thread

getmore4less

BexTech wrote: »

You might not keep getting the refunds once they realise that it was originally a Three mobile and that is what the cost to the number is even though it is now on Orange, as there is no way they can know it is on Orange as when someone calls your now Orange number, it first is routed to Three (and thus charged as such).

You might expect to be charge Orange rates, sadly that is not possible as like above the network you are calling from doesn't know it is no longer a Three number and therefore gets routed to Three first where Three then lookup in their database and see it is no longer one of their numbers and can see where it does now belong and then sends the call on.

This hopefully at some point will change to a central database and you'll be charged at the rates the number is now on.

Same happens the other way around, I had a number originally on T-Mobile that is now on Three, so calls to my number are still charged at the cheaper T-Mobile rate.

Three charge more for calls terminating on their network, hence it costs more to call them (though telcos like 18185 absorb the extra cost, or often use the mobile phone network themselves to carry the calls).

Thanks for the follow up, avoiding the cost is cheaper(time) than trying to get refunds, so if VM don't play we will use other sims for these odd calls.

itsj2

Help please. With the help of this forum I negotiated a deal with VM Retentions whereby my Boadband M only package reduced from £18 per month to £9. Three months in they have said I was given an inappropriate discount and are trying to reclaim the full £18 back to when they reduced it to £9 ie full arrears. Have queried this in strongest terms but have simply got an email reply from a foreign accounts centre saying in very poor English that they are right. Don't have VM phone service. Can someone advise me how to contact someone in this country to take this further please.

10past6

itsj2 wrote: »

With the help of this forum

Just curious which forum helped you, as I noticed you posted this on another forum:

http://www.digitalspy.co.uk/forums/showpost.php?p=30600820&postcount=1

itsj2

I followed the helpful advice given here on moneysavingexpert which predicted accurately the retention price I would be offered. A response on the other forum suggests that the agent may have acted without authorisation. I find this hard to accept given that 2 months' payments at the reduced price have been taken by VM - surely they have controls in place.

10past6

Do you get the offer confirmed in writing?

itsj2

VM have just 'phoned and, after some discussion, have agreed to honour the £9 rate until the end of the 12 month period originally agreed.

RHYSDAD

I'm currently on M broadband at £10 a month, rising to £17 in three months time. I rang today and explained that i wanted a land line and possible tv package. I am currently with sky and so in three months time i would be paying £33.50 for 'M' broadband and sky entertainment (1) mix. I was offered existing broadband deal, 'M' phone line and an XL tv package with no installation costs for £31.50 a month. Sounds okay to me but i guess there will be someone who thinks i could do better? I thought that was allright myself...

spud17

itsj2 wrote: »

VM have just 'phoned and, after some discussion, have agreed to honour the £9 rate until the end of the 12 month period originally agreed.

You're not the only one, I negotiated a very good deal as detailed here a few months back.

Luckily I have a confirmation email, complete with retention advisors name.

2meg BB only, 6mths contract, available 12mths, for £6.50 after ebill.

The last month of the £9 deal, I had £11.61 taken, I could not get a satisfactory explanation from any department.

Then the next month they took £17, again called them, the billing CS said I was lying, I said that I had an email confirming details.

I was told to contact retentions again, called them, was told that I had an un-authorised deal, but they would honour it.

Appears to be almost sorted, £17, the next month £0, then this month £4.37.

I've no problem with the service but the billing system could be more transparent, I consider myself to be fairly intelligent but the bill layout is pretty indecipherable.

Now that O2 is now available here on LLU (but only 3.5mbps), they had better get their act together.

Apologies, rant over.

scorpy66

Crikey, I'm late to the party here! Due to phone Virgin in the morning to see what I can do about this:

Advance charges £43.25 DescriptionDate/periodAmount
Line Rental18 January - 17 February £11.00
Voicemail18 January - 17 February £1.75
Talk Weekends18 January - 17 February £0.00
ATV Base Pack18 January - 17 February £5.50
Broadband Size: L18 January - 17 February £25.00

I'm on crappy old analogue telly (in the bedroom, I have Sky downstairs). Looks like this bundle would do me well, if they honour their promise to offer the same bundles to all customers, not just new ones:

http://allyours.virginmedia.com/websales/product.do?id=15157

Broadband L & phone M I have already, plus their TV M would do me for upstairs. I'd have no problem paying for installation if I could get this deal at £14 per month.

Wig

Just to say, Virgin phone, disconnects my phone line regulary, once a month now since October, I phone them and get them to come and reconnect me it takes about 3 - 4 days on average to be reconnected. It happened twice in two weeks in December, The February disconnection is currently in progress, and this about 10 days after they sent an engineer to investigate why it kept on happening -at my request-.

CS and the line manager doesn't think that this is "excessive" :eek:

It is one of two things, either the engineers deliberately remove my line to install a new line (for a new custormer), or their juction box is completely crap, that my line always falls out. I had a discussion/argument with one of the engineers once, saying that "obviously the junction box was either not designed properly or was not fit for purpose" the stupid idiot was arguing with me that it was fine and designed well enough to do the job. My opinion was and is that if they have not designed it so that the connectors are secured in the holes by a retaining screw (like in an electrical plug for example) and the wires are just falling out willy nilly, then OBVIOUSLY something is not right, and the idiot was disagreeing with me.


I think after this year I will not renew with them. I'm going to sky if they still have the same deal on, they offered me at the door, a phoneline and broad band for £17 a month, (very similar to what I pay Virgin) I asked "what about the cost of a new BT line installation?" they said they would have the BT line installed for free!