Virgin Media retention deals (post your haggling successes)

PZ19

Timotheus said:

Current package - 

Broadband: M250 Fibre Broadband
TV: Maxit TV, Virgin V6 Box, Sky Sports Collection, Sky Sports HD
Phone: Weekend Chatter

£76 but going up soon.

1st April - Contacted VM via Whatsapp to see what deals were available. Went through the usual Bot (round in circles) and got through to an agent. I was offered a new deal that was £78 but I said I couldn't afford it. Proceeded to cancel, was offered £75 due to being loyal customer - £1 off by current contract for being loyal. Then he told me that I was not allowed a better deal because it is for new customers only and I was once a new customer and already had a deal. I then said that I could be a new customer with Sky and get cashback through my work scheme saving me lots of money (which is true). He then said he would look to find a new package for me. Heard nothing. I wrote back and it put me right at the start again with the Bot. He must have hung up on me. 

2nd April - Tried again but with the full intention to cancel. Went through the same bot scenario until I got through to an agent. I mentioned I wanted to cancel. They offered me a deal for same package for £88. More than yesterday and totally ignored my reasonings for not being able to afford £76 I currently pay. Ended up being a waste of time so I kept pushing to cancel with this being day 1 of my 30 day notice. They then told me that they will cancel me but gave me a disconnection date that was less than 30 days. I made them change that despite them blaming the system. This was changed quickly by them when I called them out. 

3rd April - Got a call from the loyalty team. The person told asked me why I was leaving. I explained and they understood. They asked if they could put together a package. They offered me the exact same package that I am currently on for £58 - £18 less than I am currently paying. I am sure I could have pushed a bit harder but to be honest I was happy with that deal so I accepted. 

I think the person told me that I could add a sim to my deal for £6 and it would enable a broadband boost. I haven't done the research so I wasn't sure what the person meant. Does that ring a bell with anyone here? They said I could add that at a future date if it was something I wanted.  


Conclusion:

Whatsapp was a waste of time and frustrating. The only positive is that you have what they say in text (for evidence). After cancelling (which I was definitely going to do due to how annoyed I was), the phone call from loyalty was a breath of fresh air and actually made me feel like a loyal customer. I'm sure I could have pushed harder but I am satisfied with that offer and happy to pay it. I just wish we didn't have to deal with all the unnecessary hassle to get a reasonable price. 

Broadband: M250 Fibre Broadband
TV: Maxit TV, Virgin V6 Box, Sky Sports Collection, Sky Sports HD
Phone: Weekend Chatter

Was £76 (and rising) now £58

Good and fair price that, I have it for £57.25 and got the price increase letter last week saying mine not going up till my offer ends in December so that’s a result!

the sim bit is an o2 sim and they then boost your broadband speed to the next level.  

soteman

I'm currently paying £36 for Maxit TV +  Virgin 360 Box + M250 Fibre Broadband + Talk Weekends + Voicemail Free + Telephone Line Rental. Discounts apply until August so no price rises currently but they've said it will be £15 extra. 

Used the ChatBot this evening and immediately offered me £7.50 discount for the next 6 months (so £28.50) with no contract changes or increase in contract length. I can then phone back in August when my contract ends to go through the cancellation process and see what price I can get next time around.

Normally not one for settling at the first deal but I actually don't think that's an unfair price and they've effectively just given me £45 overall discount on my existing package with no downside.

bignred05

bignred05 said:

Phoned up earlier today.
got through within minutes to be fair, although it took nearly 30 minutes on the Phone.

currently paying £20 for M250 Broadband only (with Volt/O2 add on included) was going up to £27.

Initial offer was 3 months reduced to £16, then £23 a month
Thanks but No thanks.
oh hold on, I'll just check a few other options there are then.
Next offer, 3 months reduced to £16, then £21.40 a month (So, only an increase of £1.40 Sir)
Thanks, but no thanks I'll give you 30 days cancellation notice.

OK I'll transfer you to cancelations 
*i went from a UK contact centre to a foreign contact centre then.

straight away they offered to waive any increase and stick with the £20.
took longer waiting for her to update details then anything else.

requested and was told I would get a copy of a new/updated contract confirming details.
also mentioned the fact this call is being recorded, yeah.

Overall very pleased with myself.

well this turned out better than expected.

got my revised contract through over the weekend

it now states I will be paying £13 a month and not the £20 as agreed.

talk about mega happy, looks like the extra please wait whilst |I sort this for you on the phone has paid off

n15h

bignred05 said:

bignred05 said:

Phoned up earlier today.
got through within minutes to be fair, although it took nearly 30 minutes on the Phone.

currently paying £20 for M250 Broadband only (with Volt/O2 add on included) was going up to £27.

Initial offer was 3 months reduced to £16, then £23 a month
Thanks but No thanks.
oh hold on, I'll just check a few other options there are then.
Next offer, 3 months reduced to £16, then £21.40 a month (So, only an increase of £1.40 Sir)
Thanks, but no thanks I'll give you 30 days cancellation notice.

OK I'll transfer you to cancelations 
*i went from a UK contact centre to a foreign contact centre then.

straight away they offered to waive any increase and stick with the £20.
took longer waiting for her to update details then anything else.

requested and was told I would get a copy of a new/updated contract confirming details.
also mentioned the fact this call is being recorded, yeah.

Overall very pleased with myself.

well this turned out better than expected.

got my revised contract through over the weekend

it now states I will be paying £13 a month and not the £20 as agreed.

talk about mega happy, looks like the extra please wait whilst |I sort this for you on the phone has paid off

Thats a great price... not envious

I currently pay £24 for M250 with Volt/O2 added, and my deal ends at the start of June. Got the price increase email, and spoke with VM last week:
- I didn't accept the price increase or the £3 auto-discount
- After going around in circles with many agents (at one point I got put through to device care team), I finally got through to Cancellations.
- They offered £18 for April and then £19 for May.
- I accepted this, as its 25% lower than my current price for next 2 months.
- In May, I'll give 30 day cancellation notice.
- Hopefully at that time, they'll offer a decent renewal price or get a call back from Retentions.
- I'll negotiate for your deal with an extra please / thank you and hopefully they'll match it ... or get as close to it as possible.

J292

I’ve just got off the phone with the outbound retentions team and they offered me the deal in the screenshot which I was floored by and accepted without question the agent also offered 350mbps for £20 which I didn’t need.

andylad72

J292 said:

I’ve just got off the phone with the outbound retentions team and they offered me the deal in the screenshot which I was floored by and accepted without question the agent also offered 350mbps for £20 which I didn’t need.

Great deal, well done 👏🏻

gunner786

I have 
500mb
Talk anytime for £27. Price increase was going to £34. Phoned today and they could only reduce rise to £1.40 so £28.40 all in. I went ahead with cancellation. 
Tried their best with the scaremongering but i stood firm. 
Have left the landline open for porting but hopefully they call me back later sometime

gunner786

They've changed my bill too. Anyone have any clue whats going on? 
When i click on view bill it takes me to website and still doesnt show me a bill. Just £27 for previous month. The cancellation guy was quite rude and tried his best at scaring me to stay

PZ19

gunner786 said:

They've changed my bill too. Anyone have any clue whats going on? 
When i click on view bill it takes me to website and still doesnt show me a bill. Just £27 for previous month. The cancellation guy was quite rude and tried his best at scaring me to stay

What does it say when you view your bill.  Were any discounts coming off this month?  Are you now out of contract?  As long as you have cancellation email you’re all good.  Hopefully you get call back with an offer in next few days.  If you don’t, leave or cancel your cancellation 

Realgonekid

Realgonekid said:

tg99 said:

Realgonekid said:

I’m at a similar junction. Gave cancellation notice following the price increase letter.

Maxit TV, 250MB, Sky Sports, Weekend Calls. £64pm going to £85.

Outbound Offered another £65pm 18m contract on same package only, and said I was already on their lowest package, so take it or leave it. In fact they virtually ended the call at that point, not me!

So, thoughts?

1. Is it that good, anyone getting that much more for less perhaps after a similar impasse?
2. Has anyone ever had outbound retentions come back again, after giving a take it or leave it offer?

I’m on same package, £54pm was due to go up to somewhere in the £70s but inbound retentions offered to reduce my fee to £35 for remaining 5 months of contract so didn’t cancel in the end.

Not sure about weather outbound will come back again. If not could cancel your cancellation then re cancel to trigger another outbound call to see if you get a different offer. 

Thanks, thought the “floor” for this package would be in the £50s.

I think I’ll hold out until the eleventh hour, and see if an email pops up; I’ve read some have had these. Less inclined to uncancel/cancel. Can still always inbound to outbound and hope I get the right person.

Don’t think my OH will let me let it switch off altogether, which is a shame!

Update on above. Outbound retentions did not call a second time after wishing me all the best. No last chance email either.

So with two days until disconnection (Sunday, else I might have left it later) I call inbound retentions. (The 0800 number outbound use doesnt allow return calls).

Surprisingly straight forward call ends keeping same package at £53.50pm (Maxit, 250MB, Sports HD, Wknd Calls) until contract up in six months time. £11pm reduction instead of £21pm increase. Just no logic to it eh.

I sense more chance to negotiate hard right at the end of the contract instead of being lost amongst this price rise noise. We will see.