Virgin Winback/Retentions

TobiasFunke

Hi all, couldn't find an existing thread to post this in... so anyways

I’m currently out of contract with Virgin Media for phone, TV and Broadband and looking to get my package price down or upgrade the TV service by using VM’s winback/retentions department and have a few queries – was hoping that some people’s previous experience will help me take the best approach to this.

Currently, without a DD setup, for having Talk Unlimited I get the Medium TV package for free, and have the BB Size L (10MB) on top of this. It’s currently coming in around £40 - £45 p/m, and seeing as I only have the standard Samsung Box (not the V+) I’m looking to either bring down what I’m currently paying or pay a similar amount for a better TV service (ie V+)

I remember from a previous job working for an outsource partner of VM’s that ‘legacy’ accounts such as mine, where a Transfer of Responsibility form has been completed, are not entitled to the same, if any, winback offers – does anyone know if this is still the case?

If so, has anyone had any success escalating the issue via complaints? If I was to submit cancellation notice, and then not receive offers equivalent to new customers or any offers at all, would escalating the issue to Managers via the complaints process have any chance of working out?

I’ve had flyers through the door from SKY with competitive deals, but Virgin ripped out the BT Master Socket when the put the line in for the previous owner so the re-install charge would put me off actually moving to another company (and admittedly we want to keep the phone number, but I have no intention of sharing this with VM). I have no problems with the service, but just looking to get it a little cheaper!

xbrenx

TobiasFunke wrote: »

If so, has anyone had any success escalating the issue via complaints?

Why don't you try customer service or even retentions and ask what is available to keep you as a customer rather than complaining?

Just a thought.

I may be naive (sp) but believe a positive cheerful call will brighten up anyone's day and put them in a good mood :rotfl:

dave_dph

I am currently on BB L and XL TV with V+ and pay £45 per month by DD with online billing.

I phoned Retentions on Wednesday to see if they could offer me a better value package with faster BB.

The nice lady offered me triple XL for £50 per month on a new 12 month contract. So for the extra £5 I get 20Mb instead of 10Mb and phone line with talk unlimited. She dropped the phone installation down to £20 from £35.

The price to new customer for triple XL is £58 per month, so I consider it to be a good deal.

TobiasFunke

xbrenx wrote: »

Why don't you try customer service or even retentions and ask what is available to keep you as a customer rather than complaining?

Just a thought.

I'm trying to anticipate Virgin's response: which will most likely be "Your account was a Transfer of Responsibility so you don't get any Retentions offers" or the Advisor will try and cross-sell me a BB upgrade.

If it is the case that 'legacy' accounts do not have the same range of retention promotions that can be offered to them I'm planning on escalating the call: absolutely nothing against the call-centre staff, but hopefully I can waste enough of a manager's time that they'll offer me a reasonable deal.

So the OP was asking of anyone else has a similar issue. I would never call in to complain straight away, as it would just wind the agent up and get me no-where.

I'm almost certain Virgin Media will offer existing new contract customers the same offers for brand new customers at renewal/retentions stage - can anyone confirm this?