Virgin Media retention deals (post your haggling successes)

mits999

2 weeks ago they phone me back offered 350mg + anytime calls + mix it tv + kids pack tv for £29 a month

I had to refuse 3 more expensive offers from inbound and wait for outbound to call me back to get above offer

victor2

It still must be profitable for VM to have an outbound retention team, which perhaps indicates how much profit they make on customers who aren't prepared to go through the annual "game" of threatening to leave. Except it's not annual now, but 18 monthly, presumably so that they can sneak in an increase for at least 6 months of the term.

JSmithy45AD

victor2 said:

It still must be profitable for VM to have an outbound retention team, which perhaps indicates how much profit they make on customers who aren't prepared to go through the annual "game" of threatening to leave. Except it's not annual now, but 18 monthly, presumably so that they can sneak in an increase for at least 6 months of the term.

Hasn't it always been 18 months for VM?

ididgetwhereiamtoday

JSmithy45AD said:

victor2 said:

It still must be profitable for VM to have an outbound retention team, which perhaps indicates how much profit they make on customers who aren't prepared to go through the annual "game" of threatening to leave. Except it's not annual now, but 18 monthly, presumably so that they can sneak in an increase for at least 6 months of the term.

Hasn't it always been 18 months for VM?

It used to be 12 months for VM and Sky but this was a number of years ago. How long before VM go to 2 years like Sky?

Detail_Merchant

JSmithy45AD said:

Hasn't it always been 18 months for VM?

It has been 18 months for a long time with VM, but until a year ago, when they put up their prices, this gave an automatic right to leave, so you could use that as a chance to renegotiate, as long as you were willing to risk leaving (or bluff that you were).

But this year the price rise doesn't give that right, as VM changed their terms and conditions last year - https://www.moneysavingexpert.com/news/2023/january/virgin-media-broadband-tv-phone-price-hikes-2023/

damned

I’m currently paying a ridiculous £74 per month for Volt M350, phone line rental, and Talk more anytime.

I phoned retentions, who eventually gave an offer of £54, after patiently explaining multiple times that I can get Sky Ultrafast+ (500Mb, plus phone line) for £34.  So, unsurprisingly, I didn’t go for their offer.

They transferred me to cancellations, who eventually offered 500M without phone line for £42.
Explaining to them again what I can get with Sky, including the phone line, I declined their offer.
So, I have proceeded with the cancellation.

I have been a customer for well over 20 years (in which I’ve never had any issues with their service, to be honest), but I have no sense of loyalty if they can’t match a competitor.
I’m sure they’ll do the usual phoning up with improved offers in the next 30 days.

Realistically, what would I expect them to offer?

Detail_Merchant

damned said:

I’m currently paying a ridiculous £74 per month for Volt M350, phone line rental, and Talk more anytime.

I phoned retentions, who eventually gave an offer of £54, after patiently explaining multiple times that I can get Sky Ultrafast+ (500Mb, plus phone line) for £34.  So, unsurprisingly, I didn’t go for their offer.

They transferred me to cancellations, who eventually offered 500M without phone line for £42.
Explaining to them again what I can get with Sky, including the phone line, I declined their offer.
So, I have proceeded with the cancellation.

I have been a customer for well over 20 years (in which I’ve never had any issues with their service, to be honest), but I have no sense of loyalty if they can’t match a competitor.
I’m sure they’ll do the usual phoning up with improved offers in the next 30 days.

Realistically, what would I expect them to offer?

I got M250 + Anytime chatter + Stream from VM - no activation fee for £28/month in Spring 2023, now £30.46/month since the April 2024 price rise.
Customer service were offering me M125/Anytime Chatter + Stream box for £46/month which was too much.
I told them another ISP were offering a comparable deal for ~£27/month but they couldn't get near that, so I insisted on putting my cancellation in - had to ask them to confirm the end date more than once.
Then, the next day, a proper retentions person called me, and I explained the alternative I was going to switch to, and they offered me the deal for £28.
I later got volt (OH switched from Virgin Mobile to O2) and that upped the broadband to M350.

Hopefully you will get a call from the proper retentions people in the next day or two, now you've put your cancellation in.
I think you need to be able to realistically explain your plan re Sky, and then they should offer something for a similar price, so around the £34 mark that Sky are offering you.

damned

I’ll call that a result.

One phone call a day later offering M500 and weekend chatter for £34.

mrspixie_2

PZ19 said:

mrspixie_2 said:

mrspixie_2 said:

Well I just put in my cancellation today. Quite worried about that, but let’s see what happens.

So I am very happy, all sorted new contract.
Mega volt with o2 as already had volt with o2
2 boxes
sky cinema, sports, HD
Mega tv
tnt
Netflix
kids channels 
BB volt 250
Home phone anytime 
£55

Perfect, price same as advised you back in May possible to get.  Well done

Just had a text this morning to ring a number as saying my account will soon be closed. Worried as I’ve already renewed (7/6/24)  and  been paying bill. 

Should I ignore or ring number (0203 743 6951) 
thanks Jo

victor2

mrspixie_2 said:

PZ19 said:

mrspixie_2 said:

mrspixie_2 said:

Well I just put in my cancellation today. Quite worried about that, but let’s see what happens.

So I am very happy, all sorted new contract.
Mega volt with o2 as already had volt with o2
2 boxes
sky cinema, sports, HD
Mega tv
tnt
Netflix
kids channels 
BB volt 250
Home phone anytime 
£55

Perfect, price same as advised you back in May possible to get.  Well done

Just had a text this morning to ring a number as saying my account will soon be closed. Worried as I’ve already renewed (7/6/24)  and  been paying bill. 

Should I ignore or ring number (0203 743 6951) 
thanks Jo

Quite likely a scam. Call VM on their usual number and ask and/or check your online account for details of your new contract.

Edit: Google that number - definitely a scam!