Virgin Media retention deals (post your haggling successes)

PZ19

leew said:

stealdo said:

DonnySaver said:

stealdo said:

On the Oomph bundle, admittedly i pay too much but i'm happy enough with what I'm paying. 
All TV including sky, BT sports, movies, 500mb broadband, sim etc.
Currently paying £99. Email to increase to £134. Went on live chat, best the retentions team could do was £117.50. Phoned up best they could do was £114.50. Transferred to the oomph team who offered me £95 for 18 months.

I'm guessing I could have got this cheaper but a like for like package was £95 elsewhere and I didn't want to leave due to broadband speeds. Happy though as don't need to worry about it for 18 months.

Which live chat did you use?

I was logged in but on the new customer bundle page. Live Chat button appears on the right hand side then got to wait about 2 hours for someone maybe longer. The first guy didn't help and it took him about an hour but then he sent me through to the customer relations/retentions team with another 1 hour 30 wait. They managed to help last year but straight up he told me their best price with no movement so I had to phone up.

Who did you phone? I had a similar experience to you via live chat and they couldn't offer me a good enough deal so I told them to cancel my broadband, that was around 10 days ago and no one has rang me.

I thought Retentions had to ring you not the other way around?

They don’t have to ring you.  If they want to keep you as a customer they will ring you.  I put in cancellation on Sunday afternoon and was called up yesterday. I have tv, broadband and phone. They lad I spoke to was normally a sales guy been redrafted to retentions since latest lockdown.  You may get called on mobile number.  I assume your preferences on your account allow you to be contacted by them?

linz

For anyone having problems getting through I've just managed to get through after 'just' 10 mins on hold. Gave up yesterday afternoon after 45 mins. I'm on broadband only, M100. Best they could offer was a new 18 month contract for £28 per month. Said no. Waiting now to see if they call with a better offer. Been eyeing up Shell Energy Superfast Fibre and Plusnet's Unlimited Fibre instead but ideally i'd like to stay with Virgin if they can get nearer to those prices (£17 per month after bill credit).
08.30 is a pretty good time to get hold of someone.

leew

PZ19 said:

leew said:

stealdo said:

DonnySaver said:

stealdo said:

On the Oomph bundle, admittedly i pay too much but i'm happy enough with what I'm paying. 
All TV including sky, BT sports, movies, 500mb broadband, sim etc.
Currently paying £99. Email to increase to £134. Went on live chat, best the retentions team could do was £117.50. Phoned up best they could do was £114.50. Transferred to the oomph team who offered me £95 for 18 months.

I'm guessing I could have got this cheaper but a like for like package was £95 elsewhere and I didn't want to leave due to broadband speeds. Happy though as don't need to worry about it for 18 months.

Which live chat did you use?

I was logged in but on the new customer bundle page. Live Chat button appears on the right hand side then got to wait about 2 hours for someone maybe longer. The first guy didn't help and it took him about an hour but then he sent me through to the customer relations/retentions team with another 1 hour 30 wait. They managed to help last year but straight up he told me their best price with no movement so I had to phone up.

Who did you phone? I had a similar experience to you via live chat and they couldn't offer me a good enough deal so I told them to cancel my broadband, that was around 10 days ago and no one has rang me.

I thought Retentions had to ring you not the other way around?

They don’t have to ring you.  If they want to keep you as a customer they will ring you.  I put in cancellation on Sunday afternoon and was called up yesterday. I have tv, broadband and phone. They lad I spoke to was normally a sales guy been redrafted to retentions since latest lockdown.  You may get called on mobile number.  I assume your preferences on your account allow you to be contacted by them?

Yes i do, I seem to remember in the past they always rang me and i struck a deal but can't remember how long it took from cancelling to phone call to be honest.

leew

linz said:

For anyone having problems getting through I've just managed to get through after 'just' 10 mins on hold. Gave up yesterday afternoon after 45 mins. I'm on broadband only, M100. Best they could offer was a new 18 month contract for £28 per month. Said no. Waiting now to see if they call with a better offer. Been eyeing up Shell Energy Superfast Fibre and Plusnet's Unlimited Fibre instead but ideally i'd like to stay with Virgin if they can get nearer to those prices (£17 per month after bill credit).
08.30 is a pretty good time to get hold of someone.

Keep us updated, in exactly the same boat!

prowla

I've been getting more and more dissatisfied with my Virgin Broadband and have called them at least 4 times in the past month.

They've sent engineers out twice (the 2nd said that the 1st one had done the wrong thing). I've been told that there is nothing wrong with my service and it's not Virgin's fault one hour, and called retentions an hour later (plus time on-hold) and they've told me there are issues and sent an engineer (the 2nd one above).

I've also been told that I would receive 6 days refund due to the poor service, but when I called back after it didn't show up on my bill they told me there were none due.

So, I've decided it's time to move on.

I'm having Sky Ultrafast BB installed next week, along with Sky Q, in which the Q boxes act as Wi-Fi hotspots too; once I've confirmed that's all OK, I'll be calling Virgin cancellations again.

Bettie

I phoned this morning about 10.30 , I got through in a couple of minutes . I've been paying £29 for basic tv weekend calls and unlimited broadband . They put the price up and also I was losing my discount end of January. They immediately came back with £31 for 18 months. I accepted, maybe I should have tried harder. This afternoon I received an email saying it was £32.80 a month so I phoned back, got through in minutes and discussed this but they wouldn't let me have it and said it would go up again in a few months. I was told £31 a month for 18 months. This is not the first time they've changed it after agreeing...last year was the same and I let it go. So I've cancelled .

linz

leew said:

linz said:

For anyone having problems getting through I've just managed to get through after 'just' 10 mins on hold. Gave up yesterday afternoon after 45 mins. I'm on broadband only, M100. Best they could offer was a new 18 month contract for £28 per month. Said no. Waiting now to see if they call with a better offer. Been eyeing up Shell Energy Superfast Fibre and Plusnet's Unlimited Fibre instead but ideally i'd like to stay with Virgin if they can get nearer to those prices (£17 per month after bill credit).
08.30 is a pretty good time to get hold of someone.

Keep us updated, in exactly the same boat!

Will do. I remember last year they called back pretty quick, probably within about 3 days. It got to bordering on harassment tbh, loads of missed calls while i wasn't by my phone. Anyway, will let u know. I do wonder if they won't bother with low users like us and try harder to keep the big spenders. Also been eyeing the Vodafone Superfast 1 as well - think that gets £68 cashback too with Quidco IIRC but reviews aren't the best. Mind you, they aren't for Virgin either!

DonnySaver

Finally got through on text chat after 6 days! I'm on M100 with landline. First got offered £31 / month. I said no and to cancel. They immediately came back with £27/month. Not too bad but still more than the £23 I'm paying now. I don't think it's too bad but wife isn't happy. Told them I'm thinking about it.

Bettie

DonnySaver said:

Finally got through on text chat after 6 days! I'm on M100 with landline. First got offered £31 / month. I said no and to cancel. They immediately came back with £27/month. Not too bad but still more than the £23 I'm paying now. I don't think it's too bad but wife isn't happy. Told them I'm thinking about it.

Did they say if it would go up in a few months? 

DonnySaver

I did ask if that included the forthcoming price rise and they said it did. If it does go up in March then I can leave my new 18 month contract penalty free.