MSE News: Virgin Media to hike prices

AmboMan_3

I would advise anybody who has been notified about a price rise by Virgin Media to call up customer services and ask to be disconnected as per their terms and conditions. Customer services will put you through to the inbound retention team who have the power to upgrade your package slightly and lower your package price so that the increase in February 2013 will only take you up to what you're paying now anyway.

Better still, reject all the inbound retention team's offers and insist on cancellation. They will book a date (30 days ahead) to cancel your service and collect any Virgin equipment.

Within a week, probably sooner, you will get a call from the outbound retention team who can offer significant discounts on your package for the same, if not better, services.

If you don't get a call (very unusual!) you can call customer services back within 30 days and cancel your disconnection in order to accept the original offer made by the inbound retention team.

This is especially useful for existing customers who are tied into a 12 or 18 month contract, as you can cancel without penalty mid-way through the contract, and then accept a discounted offer from outbound retentions. Not bad when you've only just finished 6 months at half price as a new customer anyway!

visidigi

AmboMan wrote: »

I would advise anybody who has been notified about a price rise by Virgin Media to call up customer services and ask to be disconnected as per their terms and conditions. Customer services will put you through to the inbound retention team who have the power to upgrade your package slightly and lower your package price so that the increase in February 2013 will only take you up to what you're paying now anyway.

Better still, reject all the inbound retention team's offers and insist on cancellation. They will book a date (30 days ahead) to cancel your service and collect any Virgin equipment.

Within a week, probably sooner, you will get a call from the outbound retention team who can offer significant discounts on your package for the same, if not better, services.

If you don't get a call (very unusual!) you can call customer services back within 30 days and cancel your disconnection in order to accept the original offer made by the inbound retention team.

This is especially useful for existing customers who are tied into a 12 or 18 month contract, as you can cancel without penalty mid-way through the contract, and then accept a discounted offer from outbound retentions. Not bad when you've only just finished 6 months at half price as a new customer anyway!

From my experience last week, if you're on the biggest bundle they do the minimum is £105 a month (its supposed to be £114.99 before price rise) - which is a really poor discount.

Retention's in or out, don't seem to have anywhere near the flexibility they did before.

AmboMan_3

visidigi wrote: »

From my experience last week, if you're on the biggest bundle they do the minimum is £105 a month (its supposed to be £114.99 before price rise) - which is a really poor discount.

Retention's in or out, don't seem to have anywhere near the flexibility they did before.

Very true, but the outbound team do still offer you a better deal than the inbound team. It'd be silly if they didn't as nobody is going to accept a poorer deal than the one they were offered when they phoned up to cancel.

The retention's guy I spoke to said that they are being closely monitored as to how much customer credit and loyalty discount they give out. They have been banned from discounting the 'already discounted' packages such as the '3 for £30' and if they want to offer free installation for an upgrade, then this limits how much credit/discount they can give on the base package. Managers have a little bit more discretion so it's worth suggesting a sensible deal and asking them to run it past their supervisor.

Buzby

Retentions can only offer what they're told to - invariably there is a budget and when this is exhausted each month, the ability to offer worthwhile discounts ends, try can not match what CS offered.

Further, what is available to you is also dependant on what discounts you are already benefiting from. If you are on a good deal, their ability to give an additional discount is reduced - the trick is to reach and maintain this ceiling as best you can.

cptncanary

AmboMan wrote: »

I would advise anybody who has been notified about a price rise by Virgin Media to call up customer services and ask to be disconnected as per their terms and conditions. Customer services will put you through to the inbound retention team who have the power to upgrade your package slightly and lower your package price so that the increase in February 2013 will only take you up to what you're paying now anyway.

Better still, reject all the inbound retention team's offers and insist on cancellation. They will book a date (30 days ahead) to cancel your service and collect any Virgin equipment.

Within a week, probably sooner, you will get a call from the outbound retention team who can offer significant discounts on your package for the same, if not better, services.

If you don't get a call (very unusual!) you can call customer services back within 30 days and cancel your disconnection in order to accept the original offer made by the inbound retention team.

This is especially useful for existing customers who are tied into a 12 or 18 month contract, as you can cancel without penalty mid-way through the contract, and then accept a discounted offer from outbound retentions. Not bad when you've only just finished 6 months at half price as a new customer anyway!

This worked for last time, and I'll be doing the same, just as soon as I receive my letter.

ecedent

Very useful information !

Thanks very much!

sam959

I pay £115 pm so im not really bothered about my £4 increase!! Can people please get over this starbucks issue! There are plenty of companies who are clever with their tax who cares!! I do not understand the big fuss as they are not breaking any laws!! Just think if they did go up so would all there product prices. Amazon are cheap and with you lot going on about paying more tax its only going to mean that we are going to have to pay more for products!! Its swings and roundabouts so get over it and like someone said every company increases there costs especially if they are trying to double broadband they can just pay for it out of thin air!!

nicol1978

I cant remember when i received my letter saying prices were going up, i dont think it was that long ago so im going to cancel.
I take it they would have some way of checking when they sent out the letters?

visidigi

sam959 wrote: »

I pay £115 pm so im not really bothered about my £4 increase!! Can people please get over this starbucks issue! There are plenty of companies who are clever with their tax who cares!! I do not understand the big fuss as they are not breaking any laws!! Just think if they did go up so would all there product prices. Amazon are cheap and with you lot going on about paying more tax its only going to mean that we are going to have to pay more for products!! Its swings and roundabouts so get over it and like someone said every company increases there costs especially if they are trying to double broadband they can just pay for it out of thin air!!

uhhhh okay....

nicol1978 wrote: »

I cant remember when i received my letter saying prices were going up, i dont think it was that long ago so im going to cancel.
I take it they would have some way of checking when they sent out the letters?

they know when its sent, but to be honest just phone them and tell them you have had it and you want to cancel...

nicol1978

I phoned them and they said yes i could cancel but id have to phone in the start of january to give my 30 days notice which would take me up to when the price increase is set to start.
I dont know if this has anything to do with me only taking out the contract in august, i dont think so as plenty of other people on this site have the same.