Virgin Media Retention thread

pieme

My 12 month £10 pm for the 2M BB is due to end next month, so I rang their retentions 0800 number.
Had a very pleasant conversation with Nichola in Sheffield who offered me six months for £11 pm, which with e-billing discount came back down to £10.
There is no tie in so can cancel anytime.
I had all the information to argue how I could get unlimited higher speed ADSL for just £1 more, but she was so nice I didnt have the heart to play hardball so accepted ( though I did try to get the £9 PM offered to new customers).
It just goes to show how a decent customer service experience can result in VM retaining and not losing custom.

Raspberry_Swirl

I rang them a couple of weeks ago as i'm paying £18 a month just for 2mb BB. I mentioned that new customers are getting £9 per month and that I would have to switch elsewhere as I was paying too much, to be told that as I only have 1 service with them they can't offer any discounts

Is it worth trying again and hoping I get someone different/more approachable?!

BexTech

Raspberry_Swirl wrote: »

I rang them a couple of weeks ago as i'm paying £18 a month just for 2mb BB. I mentioned that new customers are getting £9 per month and that I would have to switch elsewhere as I was paying too much, to be told that as I only have 1 service with them they can't offer any discounts

Is it worth trying again and hoping I get someone different/more approachable?!

When you phone go through the options on the system to leave and then tell them you want to cancel as you're not happy paying £18 when new customers pay £9. You should get it for £10 / month.

Mouseman

Maybe easier than some but because I'm moving house, I apparently count as a new customer, so get the reduced rates for 12 months (perfect - I'm a student ), no installation fees, no credit check, no hassle.
Arrange disconnection for Sunday, new installation on Tuesday! Both operators were clear, concise and very polite. (actually got disconnected halfway through and was called back on my mobile!). If only all CS were like this...
All in all, a happy bunny

November2

Just a tip, once the reduced offer has been negotiated ask the person's name and ask them to confirm the price in writing and what exactly it's for! Recently phoned to complain about my £28 dial up/phone package and was offered the recent internet £15.50 broadband package. They've billed me £31 for full package and are saying they never made me the £15.50 offer!!! Phone call to billing office was a waste of time, finally sorted after letter of complaint to Swansea, even then they wanted to charge me £20. I've now got broadband/phone for £15.50 but they are coming to pick up set top box next week as they say this wasn't part of the £15.50 package. I never even asked for this box and its never been fitted as I have Sky TV and told them when I was offered the £15.50 I didn't want their cable tv fitted even though I was told it was free and in with the price, yet a box then arrived through the post! Unbelievable - this must be the worst run company in England, even worse than British Gas!!

sashanut

Hi all

I wonder if anyone can help me with my massive bill with Virgin cable media. We have TV, broadband & 2 x telephone lines -

TV is XL package (£22) plus Sports (£18);
BB is size L £25 :eek:

2x phone lines @ £11 each

£1.50 talk international

= £88.50 advance charges per month :mad:

Thanks to advice on MSE I checked with Sky & was sure that they were offering a much better deal - although we would have to rent a phoneline from BT. I got DH to phone up & all they offered us was a £14 reduction ie £74 p/m

Could anybody advise me as to : who to speak to/what to say to try & get this bill down please? I'd welcome some tips to get a decent reduction as i feel they are really conning us now.....TIA if you can help

PS - have posted this on another thread - not sure where the best place to ask is so apologies if I got it wong!!!

summersnearlyhere

:j Well I can't wait to share this with you all and talk about HAPPY!!!

I've been on the £18 a month broadband package M and have line rental £11, Talk Unlimited £7.95 a month (really saved me a lot of money!) and call display and call waiting £3.50 (for DH business). Total came to £40.50 per month.

I've been helping my cousin find a broadband supplier for her first computer and saw virgin had an offer of half price broadband M package for £4.50 per month for 12 months and this then reverts to their standard price of £9 per month when you take their phone line for £11 per month. As I already have line rental and pay £18 a month I was a bit miffed. Quickly looking through their offer I couldn't find that this was available to existing members but was annoyed that the same broadband package was being quoted as only £9 per month when I am paying double. So I rang 150 and went through their options to speak to an advisor but it kept cutting me off so I just went through to their disconnections. I did tell the very nice man that I wanted some advice and had tried to get through a different option and said my query was about their offer for broadband when I am paying £18. He asked if I had any other services with virgin such as line rental and when I said yes he said that was fine. He has sorted it out for me just like that!!! Apparently my bill will show £18 a month but then it will show a deduction of £8 and a deduction of £4.50 for 12 months, so will save me £12.50. I know this means that I am actually paying £5.50 for my broadband but I would have been happy if he'd just dropped it to £9 as I didn't expect this thinking it would only apply to new customers. I am now in a new 12 month contract with them but my £40.45 charge per month will drop to £27.95 and I will have £11.56 cash back on my next month's bill as you pay a month in advance (so the very very nice man told me!). Hope this helps some of you paying for broadband. The other two broadband sizes have deals on till September whether you take the phone line or not. Happy money saving!:j

Ferris

noodlebutty wrote: »

Thanks all for saving us money, just rang retentions and got our monthly deal - phone and BB, reduced from £20 to £10 pm.

are there any unusual circumstances surrounding this? did you have to do a lot of arguing to get this deal? it'd be ideal for me, but i can't seem to get offered it, despite numerous attempts...

we've been on phone and BB for £20 for a year, and yet they claim that its impossible to offer £10 a month for this bundle. the only thing they say is if a customer has some problems or issues with the service or something?

themanbearpig

Currently just getting 2mb bb and basic phone line for £20. We are moving house with a BT line set up and ready to go. After a lot of bartering, they offered the same as I get now for £15.95 for 12 months(new contract).
Probably could have done better, but its equal to talk talk so im happy.

Ferris

themanbearpig wrote: »

Currently just getting 2mb bb and basic phone line for £20. We are moving house with a BT line set up and ready to go. After a lot of bartering, they offered the same as I get now for £15.95 for 12 months(new contract).
Probably could have done better, but its equal to talk talk so im happy.

the £15.50 deal is reasonable, but what's annoying is that they claim it's some kind of reward for your loyalty, when really anyone could get the same deal from their website. also, it's not a patch on tiscali's deals...